Process and Digitalization Manager [

Description

Position Summary: Operational support in incident management and continuous process improvement, collaborating on resolving queries and monitoring KPIs. Key Highlights: 1. Collaboration in the continuous improvement of service delivery and internal processes. 2. Active participation in monitoring and resolving incidents. 3. Opportunity for professional development in a proactive and solution-oriented environment. **WORK LOCATION:** Calle Alsasua nº20, Madrid **KEY RESPONSIBILITIES:** * Monitoring and controlling contact volume; preparing basic activity reports and tracking operational KPIs. * Supporting the review of incidents not resolved by automated tools (AI), classifying identified scenarios, and forwarding improvement proposals to the responsible person. * Exporting, extracting, and updating data in Excel and other tools, participating in analyses aimed at continuous improvement projects in Customer Service. * Collecting, logging, classifying, and tracking tickets (incidents and requests) from internal users and agents. * Liaising with the Systems department to open, escalate, and monitor tickets in Salesforce or other platforms, controlling status and resolution timelines. * Supporting the execution of predefined User Acceptance Testing (UAT), validating results and reporting detected incidents. * Resolving simple operational queries from users regarding processes, tools, and internal procedures. * Developing, updating, and maintaining guides, manuals, FAQs, and instructions for the team and sales network. * Tracking results of implemented improvements, performing basic validation of changes made, and providing periodic reports to the responsible person. * Consolidating operational information, managing pending tasks, and coordinating reminders with relevant departments. **REQUIRED EDUCATION:** * Minimum: High School Diploma. * **Higher Vocational Training Qualification** in fields such as: * Administration and Finance * Administration and Management * Information Technology and Communications * Commerce and Marketing **REQUIRED EXPERIENCE:** * Preferably 2 years of experience. * Experience in incident management, user support, and operational tasks. **REQUIRED KNOWLEDGE AND SKILLS:** LANGUAGE OR IT SKILLS REQUIRED: * Proficiency in office tools (Excel, Outlook). * Basic knowledge of Salesforce or ticketing tools is desirable. SKILLS: * Organizational skills and ability to prioritize work time. * Orientation toward incident resolution. * Communication skills across diverse teams. * Teamwork. * Proactive and solution-oriented profile. * Attention to detail.