The Business Process Analyst / Consultant is someone who has extensive experience in the Call Center / BPO space and can design, document, analyze, and test business process models. These professionals can translate functional business requirements into business process models throughout the entire life cycle. They perform organization and resource modeling, analyze processes in a variety of dimensions, build accurate and realistic simulations and solutions to drive business improvements, create reports, and identify business measures to address productivity and performance management.

Key Responsibilities:

- Consult with all levels within the client organization to develop and drive solutions for business and process optimization

- Conduct business and process analysis of quantitative and qualitative inputs

- Observe and document steps and details related to process execution

- Facilitation of Focus Group meetings specific to Business and Functional Processes

- Development of Business and Operational Process Models to level 5 or 6

- Identification and documentation of process and business challenges / pain points that impede process and business performance

- Development of actionable insights and holistic solutions that will drive process optimization, automation and overall business performance improvement

- Partner with multiple teams to develop overall solution design, costing and business case

- Create compelling future state process models, recommendations, solutions, business cases, documentation and simulations to increase acceptance rate of projects for our internal and prospective client base

- Define business requirements for solutions for technology and non-technology solutions

- Project Management

Skills Required:

- 2 - 4 years of professional experience in business process analysis, modelling and solution development and continuous improvement

- 2- 4 years experience in Contact Center / BPO management role or Contact Center Consulting experience

- 2 - 4 years experience in Project Management.

- Must possess in-depth understanding of at least one of the following industry verticals:

- Customer Care, Technical and Product Support, Healthcare, Insurance or Banking.

- Indepth understanding includes things like: key business objectives, market trends, typical and Best in Class Processes, technologies and opportunity areas (including process flow, process interdependencies) and comprehensive view of the clients operating model and environments.

- Excellent verbal and written communication skills

- Strong analytical skills

- Advanced proficiency and knowledge of MS Office suite of products, including Outlook, Excel, Word and PowerPoint:

- Must be willing to work a flexible schedule based on client and project needs

- 60% travel (some travel could be for extended periods of 4-6 weeks)

Value Adds:

- BPM Process Modelling experience

- Visual Basics and Macro programming a plus

- Knowledge of and / or certification in Lean / Six Sigma

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