Hurtigruten is one of Norway's strongest brands and is a spearhead in Norwegian and international tourism. Its ships have been operating in and exploring some of the most challenging waters in the world since 1893; the roots go back to the Norwegian polar heroes.

The combination of local transport and tourism with its ships in a year-round route along the Norwegian coast creates today's authentic experiences for guests from all over the world.

Hurtigruten is the world leader in exploration travel which comes with a responsibility to ensure that sustainability is integrated across all of the operations. It focuses on innovation, technology, and concrete measures to explore as responsibly as possible. The Expedition ships offer unforgettable voyages to Antarctica, Greenland, Iceland, Spitsbergen, the Americas, Europe, and across the Atlantic Ocean etc.

Hurtigruten Estonia OÜ is the Estonian branch of the company, focused on phone and web sales and a wide range of support functions. There are over 300 employees from over 40 different countries working in the Tallinn office. And we are looking for more travel and tourism enthusiasts to join our Team.

If you're passionate about providing world-class customer service and are looking for a good working environment and fun atmosphere, we may have just the perfect fit for you!

We are looking for a Process Excellence Specialist. You will play a crucial role in enhancing the performance quality and efficiency of our Customer Service Center in alignment with our goals.

🌟 Join Our Team and Dive into the Perks! 🌟

At Hurtigruten, we believe in making work as exciting as it can be. Here's what we offer:

• Time to Unwind : Say hello to 6 extra days off on top of your 28-day annual vacation. Your well-being matters!
• Stay Fit, Stay Insured: Enjoy a flexible benefits package that includes sports compensation. Stay active, stay healthy! Or we've got you covered with extra health insurance. Your health is our priority.
• Learn and Grow: Get support for your language learning journey. Expand your horizons with us.
• Voyages of a Lifetime: Enjoy fantastic staff benefits for our company's voyages. Pack your bags, we're going places!
• Ambition Meets Enthusiasm: Be surrounded by enthusiastic and ambitious colleagues. We're all in this together!
• Health and Wellness: Hit the gym and relax in our sauna right here in the office. Stay fit, stay zen.
• Party Time! Join in on different team and company events - Christmas party, Summer days, Health Month, and more. Let's celebrate together!
• World at Your Feet: Experience a truly international working environment and carve your own career path. The world is your oyster!

Ready to embark on this exciting journey with us?
Apply now and let's create something amazing together!

Daily tasks:

• Collaborate with various CSC departments to analyze and map "As Is" processes, gaining insights for designing process improvements.
• Develop to be processes with the purpose to deliver new or improved processes for the CSC.
• Responsible for managing and resolving all inquiries from Intake Process Tasks, and Project-related tasks.
• Recognize, document, and communicate bottlenecks, inefficiencies, and pain points hindering productivity, quality, or customer satisfaction.
• Develop and recommend process design solutions aligned with CSC goals, utilizing tools for project management, process flowcharts, standard operating procedures (SOPs), FAQs and troubleshooting guides.
• Create and execute change management strategies, including communication plans, Train the Trainers (TTT) sessions, and addressing resistance to change.
• Record all project activities, prepare reports and presentations to communicate progress, benefits, and future recommendations.
• Lead/participate in meetings, ensuring effective communication and follow-through using Microsoft Tools.
• Work closely with cross-functional teams internally and externally to assess opportunities for standardization in alignment with CSC goals.
• Ensure adherence to specified timelines for all projects

• Bachelor's degree in Business Administration, Project Management, or a related field
• Certification in project management is highly desirable
• Minimum of 1 year of experience in project management or a related role within a contact centre
• Proven track record of successfully managing and completing projects
• Proficiency in project management tools
• Advanced knowledge of Microsoft Office Suite (Excel, Word, PowerPoint, etc.)
• Excellent interpersonal