Continuous Improvement Coordinator

Description

Job Summary: A professional who will manage the Customer Service workforce, optimize processes, and lead improvement projects to meet business needs. Key Highlights: 1. Efficient workforce management and fulfillment of operational needs. 2. Monitoring and analysis of NPS to improve the seller's experience. 3. Leadership of improvement projects and automation initiatives. **Job Description** ---------------------- Efficiently manage the Customer Service workforce and fulfill the business's operational and strategic needs. Seller NPS Management: * Monitor and analyze seller NPS results. * Identify patterns, areas for improvement, and opportunities based on survey results. * Design and implement action plans to improve the seller's experience based on received feedback. * Collaborate with internal departments (Operations, Sales, Support) to ensure improvements are implemented. Optimization of Operational Processes: * Map and document operational processes affecting the seller's experience. * Identify bottlenecks, inefficiencies, and improvement opportunities within processes. * Design optimized workflows and propose changes based on continuous improvement methodologies. * Lead automation and digitalization initiatives in collaboration with the Operations team. * Ensure documented processes remain up-to-date and reflect best practices. * Coordinate periodic documentation reviews with involved teams. * Conduct periodic audits to verify correct process execution. * Identify deviations or non-compliances and work with responsible departments to resolve them. Performance Indicator Management: * Analyze key indicators to identify insights into operational pain points affecting sellers. * Provide regular insights and reports on the performance of Cancellations and Returns processes. * Define and establish improvement goals for critical processes. * Analyze root causes of cancellations and returns in seller orders. * Propose and lead initiatives to reduce these metrics in coordination with the Operations SX team. * Monitor the impact of implemented corrective actions. Improvement Project Leadership: * Prioritize and coordinate improvement initiatives with other internal departments. * Implement projects that positively impact the seller's experience. * Track and measure the impact of implemented projects. * Keep stakeholders updated on initiative progress. **Candidate Requirements** -------------------------- * Bachelor's degree in Industrial Engineering or Business Administration. * Minimum 3 years of experience as a Continuous Improvement Analyst, Process Analyst, or Planning Analyst. * Experience leading teams. **Selection Process** ------------------------ The selection process is conducted via Aira — a recruitment platform designed to enhance your application experience. To apply, you only need: 1\. Apply to the job posting. 2\. Check your email. 3\. Log in to Aira and answer the requested questions and/or assessments. Then, if your profile matches what we are looking for, we will contact you by email (via Aira) to proceed to the in-person stage. **About Us** ------------------ We are over 90,000 people who, every day, dedicate our passion and energy to fulfilling our Purpose: “Simplify and Enjoy Life More.” Today, this Purpose lives through our physical and digital ecosystem across all our companies (Falabella Retail, Sodimac, IKEA, Tottus, Mallplaza, Falabella Inmobiliario, Falabella.com, Linio, Falabella Financiero, Banco Falabella, Falabella Soriana, Seguros Falabella, Fazil, Fpay, and Falabella Corporativo) and countries (Argentina, Brazil, Chile, China, Colombia, India, Mexico, Peru, and Uruguay). We value diverse perspectives because we understand that diversity is the key to our innovation. We aim to go beyond any limit, constantly challenge ourselves, enjoy doing what we love, and leave a lasting impact on everything we do. And we know there is one way to achieve it: as ONE TEAM. Explore more opportunities to live the \#ExperienciaFalabella at https://muevete.falabella.com/