EASTWOOD | Operations Business Process Improvement or Business Process Analyst Specialist

Position Summary:

An Operations Business Process Specialist is an administrative professional charged with documenting, analyzing and ensuring execution on approved operations strategies/transactions. In addition to performing the technical tasks needed to keep business flowing, (s)he serves as the point person regarding the information for which they are responsible.  Provides direct feedback to operations. Interfaces with client on process improvement strategies. Leads process improvement initiatives to ensure implementation and completion.

Overall Responsibilities:

• Construct and maintain detailed documentation of business processes and procedures.
• Work in and around new client project phase to determine/ define standard processes for new businesses/clients
• Draws upon experience to answer questions and resolve issues from internal business and outside client inquiries.
• Routinely collects metrics and creates summary reports for clients and senior management.
• Develops and maintains effective relationships with all key stakeholders of company.
• Designs strategies for performing business analysis and associate initiatives for increase in profits.
• Prepares various analytical processes for clients and performs regular quality checks on various processes and ensure timely delivery.
• Develops business dashboard on monthly basis and prepares reports for management.
• Ensures appropriate preparation of all reports for management.
• Coordinates with various departments and designs strategies for all business operation projects.
• Maintains knowledge on all modern trends in relevant market.
• Collaborates with all internal and external teams and perform troubleshoot on all client issues and ensure timely resolution.
• Administers all reports and ensures accuracy in same.
• Analyzes business requirements and designs new process on same.
• Coordinates colleagues and monitor all data for data quality.
• Manages and responds to all clients ad hoc requests.
• Leads process improvement initiatives to ensure implementation and completion

Job Requirements:

• Degree in management information systems, computer science or a related field of study
• Six sigma certification preferred
• Knowledge of contact center industry
• Attention to Detail
• Strong Problem Solver
• Strong written and verbal communication skills
• Excellent presentation skills
• Ability to work independently with minimal direction
• Demonstrate ability to work as part of high demand, high expectation, dynamic team
• Demonstrated ability to work effectively through change
• Advanced technical/computer skills with the ability to use several programs simultaneously
• Strong work ethic with a professional, positive attitude
• Ability to prioritize workload, meet deadlines and thrive in a fast paced environment
• An innovative, goal oriented and results driven approach