We are looking for a results-driven Business Analyst to support operational excellence in a BPO environment. The role focuses on analyzing business processes, contact center performance, and client requirements to drive efficiency, cost optimization, and service quality improvements.
Job Description
- Analyze BPO operations (voice, non-voice, back-office) to improve efficiency and quality
- Gather and document business and client requirements
- Analyze KPIs such as AHT, SLA, CSAT, FCR, and TAT
- Identify process gaps and recommend improvements or automation
- Prepare reports, dashboards, and presentations for stakeholders
- Collaborate with Operations, Quality, WFM, and IT teams
Requirements
- Bachelor's degree in Business, Operations, IT, or related field
- 24 years of Business Analyst experience in a BPO/BPM environment
- Strong understanding of contact center and back-office processes
- Advanced MS Excel skills; experience with reporting tools preferred
- Strong analytical, communication, and documentation skills
- Experience with process mapping and SOP documentation
Who We Are
unifyCX is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades,unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele.
At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision.
unifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.
