Frontline Processes Quality Manager & Customer Advocate
Etraveli Group AB / Inköpar- och marknadsjobb / Uppsala
Observera att sista ansökningsdag har passerat.
Visa alla inköpar- och marknadsjobb i Uppsala,
Östhammar,
Sigtuna,
Österåker,
Håbo eller i
hela Sverige Visa alla jobb hos Etraveli Group AB i Uppsala,
Stockholm,
Göteborg eller i
hela Sverige Do you want to plan, manage and execute improvements on processes for the travel agents on the front line of our customer service? Do you also want to be a strong voice for our customers?
Then read on.
Who we are
Etraveli Group is one of Europe's biggest and fastest expanding online travel agencies. We have more than one million monthly customers from all around the world for whom we strive to find the right flight tickets, at the right time, at the best price. Our success depends on the ability to analyse, understand and manage a complex market by making smart decisions and constantly pushing ourselves to learn new things.
We offer
A flexible work schedule and work in a diverse environment. Our headquarters are located in
Uppsala, but we also have offices in Toronto, Stockholm, Gothenburg and Athens. The offices are capacious, modern and airy, with plenty of natural light. Breakfast is served every morning in the kitchen.
Who you are
You're probably obsessed with the customer experience and you most definitely have the
courage to question what we're doing in order to improve. Added to this, you are used to
working with process management, you are structured and organized and know how to prioritize high impact and value-adding activities.
About the job
As our Frontline Process Quality Manager you will evaluate the impact of improvement efforts for the Frontline travel agents in our customer service, then adjust or take corrective actions as needed. You will lead, design, manage and execute process improvements in a uniform way across insourced and outsourced sites through small initiatives or bigger project phases. It will fall to you to manage your team to identify gaps or issues in the Frontline processes so that they are up to date and fixed. To give you an idea, think of it as being a change facilitator and improvement coach and mentor, helping to drive the adoption of a process improvement culture. Do you have project management skills? Good. You'll need these to develop project plans and timelines.
We mentioned Customer Advocate in the beginning. That's the other side of this role, equally
important, where you'll be counted on to make sure that the voice of the customer is heard
loudly within the Operations organization. This includes reviewing all of our work from the
customer perspective, as well as analyzing and identifying root causes of complaints raised
through Customer Relations, published in social media or from our Meta partners. In this you will work closely together with the Customer Relations and Customer Experience teams of the Communications department. You will also collaborate with the quality manager for the Back Office processes to meet better the customer expectations and improve their overall experience.
Requirements
• At least 5 years of working experience, preferably in quality and process-improvement departments.
• Leadership experience, especially influencing skills.
• Excellent organizational skills, with an analytical nature and a curiosity for solving complex problems, and strong attention to detail.
• Strong computer skills including intermediate/advanced Excel.
• Experience in implementing process quality methodologies (e.g. Lean Six Sigma or similar)
Questions? Direct them to Sofie Ihamäki at
sofie.ihamaki@etraveligroup.comSend your application by clicking on the apply button below as soon as possible. Candidates will be selected for interviews on a running basis throughout the application period, so don't wait to apply!
Varaktighet, arbetstid
Heltid Anställningstid enligt överenskommelse
Publiceringsdatum2019-10-10ErsättningLön enligt överenskommelse
Så ansöker duSista dag att ansöka är 2020-03-28
Klicka på denna länk för att göra din ansökanFöretagEtraveli Group AB
Omfattning Detta är ett heltidsjobb.
Arbetsgivare Etraveli Group AB (org.nr 556584-4684),
http://www.etraveligroup.com Arbetsplats Etraveli Group
Jobbnummer 4861852
Observera att sista ansökningsdag har passerat.