process optimization specialist

The Process Optimization Consultant/Designer, will be responsible for analyzing, designing, and optimizing business processes, related to customer service operations. The ideal candidate will leverage data-driven insights and industry best practices to develop innovative solutions that elevate the way our team operates. 

• Conduct in-depth evaluations of existing workflows to identify inefficiencies, bottlenecks, and areas for improvement. 
• Collaborate with technology teams and stakeholders to understand current systems and processes. 
• Use data analytics and performance metrics to develop actionable insights that drive process enhancements and operational excellence. 
• Partner with key stakeholders from relevant teams to align process improvement initiatives with business objectives and customer needs. 
• Design and execute process maps, flowcharts and other documentation that contribute to strategic KPIS, such as enhance NPS, imrpoveFCR7, reduce Repeated calls, reduce costs and optimize team productivity. 
• Facilitate process workflow modelling to collaborate on process improvements, automation capabilities and clearly defined end-to-end use cases for customer operations. 
• Share best practices and guidance to Business Workflow team to ensure optimal design & simplification of business processes and tools. 
• Identify and promote industry best practices, process standardization, and a mindset of continuous learning. 

Who you are

• Bachelor’s degree in Business Administration, Operations Management, Data Analytics, or a related field.
• 4+ years of experience in business process analysis or workflow optimization, with proven track record of leading process transformation initiatives.
• Strong analytical & problem-solving skills, with proficiency in data visualization and process mapping tools (e.g., Power BI, Tableau, Visio, or similar software).
• Strong knowledge of Lean, Six Sigma, or other process improvement methodologies.
• Excellent communication, stakeholder management, and influencing skills.
• Ability to work independently and drive projects from concept to implementation.
• Strong focus on providing the highest level of customer service to both internal and external customers.
• Excellent written and verbal communication skills, in both Greek & English and with both technical and business audiences
• Knowledge of Customer Care operations and procedures will be considered a plus.

Not a perfect fit?

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to still apply as you may be the right candidate for this role or another opportunity.

What's in it for you

• Competitive pay, bonus & remuneration package 

• Private Health & Medical Insurance 

• Hybrid way of working: a blend of remote and office-based working, including the option to work up to 20 days from abroad 

• Remote work equipment to help you create a comfortable, ergonomic workspace at home 

• Unlimited access to learning resources and trainings 

• Vodafone Parental Leave: 16 weeks of fully paid parental leave to all employees regardless of gender, sexual orientation or length of service 

• Spirit of Vodafone Day: one day each quarter dedicated to your personal development 

• Extra days off: Vodafone Day, Family Day, Volunteering Day 

• Needless to say, we cater for your communication wherever you are 

• Office amenities (subject to the office location): such as restaurant, gym and parking 

• Special employee offers and discounts