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Cx Operational Excellence

hace 7 meses

Tlahuac, México Rappi A tiempo completo

Oye, es hora de que te unas a nosotros para mostrarle al mundo que somos la empresa que está cambiando paradigmas, donde revolucionamos las horas, los minutos y los segundos

¿Quieres saber por qué Rappi?
- ️ VEMOS OPORTUNIDADES donde otros ven problemas;
- ️ VEMOS CERCANIA donde otros ven distancia;
- ️ VEMOS ADRENALINA donde otros ven presión.

Únete a un equipo donde todos somos capaces de TODO, donde todos tenemos las mismas oportunidades, sin importar género, raza, orientación sexual, religión, nacionalidad, edad, discapacidad, formación o experiência.

¿Te ha gustado lo que has leído hasta ahora? Descubre cómo entregarás magia junto con nosotros a través de tu misión Rappi

Revisa cómo impactarás nuestro ecosistema:
Liderar la mejora continua de la experiência del cliente y la eficiencia operativa del equipo de Experiência del Cliente a través del desarrollo de estrategias, liderazgo de equipo y ejecución de iniciativas para optimizar procesos y tiempos, reducir riesgos operacionales y aumentar la satisfacción del cliente.

Establecer, monitorear y gestionar métricas de desempeño, promoviendo una cultura centrada en el cliente y resolviendo problemas de manera efectiva.

Como parte de Rappi, serás responsable de:
Responsabilidad:

- Liderar al equipo dedicado a la excelencia operacional y la mejora continua de la experiência del cliente
- Desarrollar e implementar estrategias para optimizar procesos internos y externos, con el objetivo de garantizar la eficiencia y la satisfacción del cliente.
- Identificar oportunidades de mejora en los procesos operativos de experiência del cliente, y liderar la implementación de soluciones efectivas en procesos externos e internos
- Liderar la ejecución de iniciativas con múltiples equipos enfocadas en optimizar tiempos, costos, mejorar procesos, disminuir el riesgo operacional, siempre impulsando la mejora en tiempos y satisfacción de los clientes: Documentación de iniciativas con contexto, requisitos funcionales e impacto esperado Hacer un seguimiento y control eficaz de las iniciativas, tiempo acordado e impacto en indicadores Ejecutar cambios rápidos y eficientes en caso de incumplimiento de SLAs e indicadores Cuantificar y comunicar el impacto de estas iniciativas
- Establecer y monitorear métricas de desempeño relacionadas con la excelencia operacional y la experiência del cliente, con el fin de asegurar resultados consistentes y de alta calidad. Estos indicadores incluyen tiempos de resolución, cumplimiento de SLAs, satisfacción, entre otros.
- Fomentar una cultura organizacional centrada en el cliente, promoviendo la colaboración, la proactividad y la resolución de problemas. - Gestionar y resolver conflictos internos y externos de manera efectiva, impulsando el trabajo en equipo y la colaboración

Bien y ahora, ¿Cuáles son los requisitos para que yo sea parte de este universo de neón?

**Requisitos**:
Experiência: - Mínimo 6 años de experiência laboral en gestión de proyectos y optimización - Mínimo 3 años de experiência en liderazgo de equipos, preferiblemente en el sector financiero o fintech - Influencia estratégica, resolución de conflictos y gestión de relaciones, junto con excelentes habilidades de comunicación interpersonal - Excelentes habilidades para escuchar activamente, solucionar problemas y colaborar con equipos multidisciplinarios dentro y fuera del área - Alto conocimiento y experiência comprobable en gestión de proyectos (Project Management Certifications)

Software: - G Suite avanzado - Excel avanzado - SQL Básico - Software de gestión de proyectos (JIRA, Monday, Clickup,etc)

Conocimientos: - Experiência comprobada de participación en proyectos de auditoría, optimización de procesos y mejora continua - Alto conocimiento de sector financiero y en indicadores de experiência del cliente: NPS, CSAT, AHT, FCR, Níveles de servicio - Visión estratégica centrada en el cliente, con la capacidad de entender y anticipar sus necesidades y expectativas. - Habilidad para trabajar en un entorno dinámico y de ritmo acelerado, con una actitud proactiva y orientada a resultados. - Fuertes habilidades analíticas y capacidad para tomar decisiones basadas en datos. - Excelentes habilidades de comunicación y capacidad para influir y resolver problemas

Tipo Empleador:
Regular

Empleador:
Tarjetas del Futuro

Para más información consulta nuestra pagina web

y revisa nuestras reseñas en Glassdoor

Te esperamos con mucha ansiedad y brillo en los ojos para entregar magia juntos _#Rappi_