Process Excellence Analyst

Company Description

ContactPoint 360 is a global customer experience provider focused on transforming customer service into a driver of growth through AI-powered efficiency and human compassion. We partner with Fortune 500 companies and high-growth brands to deliver tailored omnichannel solutions, scalable teams, and exceptional customer engagement. With a presence in 11 countries and 12 delivery centers, we support customers in 31+ languages around the clock. Recognized with multiple industry awards and certified as a Great Place to Work for several consecutive years, ContactPoint 360 prides itself on creating meaningful and impactful experiences for clients and employees alike.

Role Description

This is a full-time, on-site role for a Process Excellence Analyst located in Cebu. In this role, you will analyze business processes to identify inefficiencies and implement improvements. Responsibilities include monitoring performance metrics, proposing data-driven solutions, and developing strategies to enhance operational efficiency and cost-effectiveness. You will collaborate with various teams to ensure adherence to established process standards and provide recommendations to optimize business outcomes.

Qualifications

• Strong Analytical Skills to assess data, identify trends, and develop actionable insights
• Expertise in Business Process Improvement and Business Process Management
• Proficiency in Business Process analysis and design methodologies
• Exceptional Communication skills to effectively convey ideas and collaborate across teams
• Detail-oriented mindset and ability to work in a dynamic, fast-paced environment
• Experience in process excellence within the BPO or customer service industry is a plus