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Job Summary: The Core Role of the Business Process Analyst is to Review, Develop, and Document all Customer and Business Process(es) within the Contact Center to Ensure they are in the Optimal State. You will Serve as the Subject Matter Expert and will be Responsible in Mapping As Is Customer Journey(s) and Business Process(es) to Identify Gap(s) Along with Understanding Business Requirement(s) for New Process(es). You will Develop Fit for Purpose Process(es) while Gaining Buy-In from Stakeholder(s) and Process User(s) - Ensuring End-to-End Improvement(s) are Achieved. The Role is Pivotal to Ensuring that all Process(es) are Effective, Efficient, and Accessible for Colleague(s) to Support them in Assisting our Customer(s) - therefore, Supporting the Achievement of Key Operational Performance Target(s) in Line with Budget Requirement(s) and Customer Outcome(s).
Essential Duties and Responsibilities:
- Develop and Document Detailed Business Requirement(s) for all Customer and Operational Process(es) within the Contact Center in Support of the Contact Center Strategy, Review Current Process(es) and Future Requirement(s) Along with Insight and Data to Map Recommendation(s) for Improvement and Implement those Improvement(s) while Focusing on the Customer Journey
- Support Business Change(s) by Providing Feedback on the Impact of Change(s) and Developing Sound Process(es) to Support the Successful Embedding of the Change, Create Clear Action Plan(s) for Initiative(s) while Identifying Support and Resource(s) Required Along with Clear Timeline(s), Utilize Effective Questioning When Supporting Project Work(s) while Seeking to Understand Impact to Current or Existing Way(s) of Working
- Act as the Gatekeeper for Any Change to Process(es) and Work with Senior Stakeholder(s) to Ensure that the Change is Relevant, Has the Appropriate Control(s), and is Formally Signed-Off and Championed, Challenge Current Way(s) of Working and Look for Opportunities to Standardize and Reduce Excess Process(es) that are being Operated while Continually Looking for Improvement(s)
- Ensure all Process Documentation Standard(s) are Adhered to in Line with External Best Practice(s) while Ensuring that the Process Library is Maintained and Version Control(s) are in Place, Upload Process Information and Documentation(s) into the Knowledge Management System
Minimum Hiring Qualifications:
- Bachelor's Degree in a Related Field or 1 Year(s) Minimum Experience as a Business and/or Process Analyst, Prior Experience in a Contact Center Environment with Excellent Understanding of Contact Center Process(es) and Metric(s), Experience Working with Business Process Modelling, Process (Re)Engineering (Process Modelling and Process Mapping), and Target Operating Model(s), Ideally Six Sigma Certified (Green Belt) But Not Required
- Good Knowledge of Business Operating Model(s) and Business Architecture Design, Experience in Delivering and Demonstrating Business Improvement Solution(s) with Measurable Success, Experience in Gathering and Translating Requirement(s), Strong Analytical Ability (Ability to Interpret Data and Identify Area(s) for Improvement)
- Good Communication Skills with the Ability to Communicate Effectively with Colleague(s) Across Different Level(s), Good Stakeholder Management and Interpersonal Skills, Demonstrates Good Business and Commercial Awareness, Good Presentation Skills and Must be Capable of Engaging Audience(s) of Varying Size(s) and Knowledge Level(s), Confident in Giving Feedback - Excellent Team Player with the Ability to Work Closely and Collaborate with Others to Deliver Result(s), Able to Make Logical Decision(s) Based on Fact(s) and Experience(s)
- Ability to Understand Complex Process(es) and System(s) and Make Recommendation(s) to Simplify, Excellent Problem Solving Skills to Identify the Root-Cause and Find Collaborative Solution(s), Demonstrates Critical Thinking and a Curious Mind, Precise Organization Skills with the Ability to Balance Multiple Project(s)
Get Hired and Enjoy the Following:
- Interact/Collaborate and Learn from Industry Experts
- Multiple Opportunities for Learning and Development
- Enjoy a Fun - and Competitive Working Environment
Work Location: Concentrix Ayala North Exchange (Makati)
