Process Improvement Specialist - Contact Centre

at  Amach

ABOUT US:

Amach is an industry-leading technology driven company with headquarters located in Dublin and remote teams in UK and Europe.
Our blended teams of local and nearshore talent are optimised to deliver high quality and collaborative solutions.
Established in 2013, we specialise in cloud migration and development, digital transformation including agile software development, DevOps, automation, data and machine learning…
Our customer is seeking a skilled Process Improvement Specialist to review and optimise processes within their Customer Contact Centre. Following the introduction of new technology, this role will conduct a comprehensive evaluation of current workflows, identify opportunities for improvement, and ensure alignment with modern tools and automation capabilities.
This is a hands-on role for someone with contact centre experience or similar, who excels at streamlining operations, improving efficiency, and driving impactful change.
Please note that you will be required to travel to our customer’s office in Dublin at least twice a week.

REQUIRED SKILLS:

• Proven experience in process improvement within a contact centre environment or similar
• Strong understanding of contact centre operations, including customer journeys, KPIs, and metrics
• Experience with technology integration and automation tools in a customer service setting
• Exceptional problem-solving skills with a focus on process efficiency and customer satisfaction
• Ability to communicate effectively with technical and non-technical stakeholders
• Proficiency in data analysis and performance reporting
• Strong organisational skills and ability to manage multiple priorities

DESIRABLE SKILLS:

• Certification in process improvement methodologies (e.g., Lean Six Sigma)
• Familiarity with modern contact centre technologies such as CRM systems, IVR, or AI-driven tools
• Experience in leading change management initiatives within a dynamic environment

EQUAL OPPORTUNITY EMPLOYER:

Amach is an equal opportunity employer and makes employment decisions on the basis of merit. We celebrate diversity and are committed to creating an inclusive environment for all employees. This job description is intended to convey essential responsibilities and qualifications for this role, but it is not an exhaustive list of tasks that an employee may be required to perform.
If you are passionate about driving customer success, advising on strategic solutions, and contributing to product innovation, we would love to hear from you!

NOT FOR YOU?

Check out all of our open positions in our careers page and follow us on LinkedIn for future opportunities.
P.S. Share this with friends and co-workers! Don’t be afraid they’ll steal it from you, if you’re amazing and smart we’ll find a role for you. We are growing fast and we are always looking for talented people.
At Amach, we strive to be an inclusive community of open-minded individuals with different backgrounds and we are committed to fostering, cultivating and preserving a culture of diversity, equity and inclusion. We strongly believe that a diversity of experience and background is essential to create a fulfilling environment and better solutions for our people and our customers. All Amach employees and contractors are expected to honour this policy and act to ensure that every individual is respected in the workplace.

• Conduct a full assessment of current contact centre workflows to identify inefficiencies, bottlenecks, and outdated practices
• Analyse the impact of newly implemented technologies and identify processes that require updates or redesigns to leverage their full potential
• Pinpoint tasks and workflows that can be automated to improve efficiency and customer experience
• Work closely with cross-functional teams, including customer service, IT, and operational teams, to gather insights and drive process improvements
• Use data and performance metrics to assess the effectiveness of existing processes and recommend evidence-based improvements