Process Specialist

Freelancer OpportunityJob Title: Process SpecialistJob location: Brussels, BelgiumJob description:ContextExcellent service is an asset that Proximus wants to play in a highly competitive market environment. Within Proximus we support our customer touchpoints with well-designed customer journeys and processes, mainly in the domain of technical assistance for the professional market.We strive to meet our customers' expectations by identifying pain points in our processes and implementing customized solutions. We work on shorter term optimizations, as well as on long-term actions for customer effort reduction.We are looking for: - A process specialist who focuses on the implementation of short-term and long-term process structural improvements and being able to take the lead in customer-oriented process and journey improvements, and project implementations. A process specialist who can build a framework that supports customers in their (digital) servicing journeys, and support agents in handling customer requests, and is able to fundamentally contribute to the implementation of it.Job content As a process specialist you are responsible for identifying & implementing opportunities to improve the customer experience and internal efficiency in the technical assistance domain.Starting from specific pain points you identify improvement opportunities (both for the customers and for our operational services) You organize workshops to gain a better understanding of the problem, analyze potential solutions and formulate a plan of approach for which you obtain the necessary buy-in internally. For each initiative you make a business case, and you defend your idea towards management. You discuss your idea with operational teams, and you involve them during the entire implementation phase. On a regular basis you give a status update to management You are looking for synergies and best practices with other teams within our organization (e.g. Technical and administrative servicing, prof and mass market)Profile You have good knowledge of English, and very good knowledge of at least one of the two languages Dutch, and French. You are fascinated by digital solutions and are always looking to improve customer satisfaction and internal efficiency. You're diplomatic, communicative and you can build bridges where needed. You can communicate complex subjects in a simple and clear way You can prioritize, structure and distinguish the core of side issues You can think both conceptually and very concretely You are result-oriented, analytical, structured and proactive You spontaneously propose new initiatives and substantiate them with detailed arguments You are a team player, both transversely and within your own departmentGood knowledge of Microsoft office: Excel, PowerPoint, Visio - Good knowledge of MicroStrategy or similar reporting tools.Ready to make a difference?Apply now and start your journey with Team Possible We want to get to know you.After your application, we will verify your profile and get back to you within 3 working days.If you're successful, you can expect the following steps:● an initial conversation with our recruiter - Swati Kumari● 1st round of interview with HM● Final round of interview with HMAbout ProximusWe are Team Possible turning tech into opportunities.We are driven by four core pillars: "I care," "I make a difference," "I radically simplify," and "I embrace the future". This means you'll join a team that genuinely cares for customers and colleagues, is empowered to make a real impact, strives to radically simplify complex challenges, and is always looking ahead to embrace the future of technology. We believe in an inclusive and safe environment where everyone can thrive, offering extensive career development resources, including access to over 5,000 training modules and a minimum of 5 days of training per year, to help you continuously learn, grow, and tackle bold challenges with us.