Position Summary :
An Operations Business Process Specialist is anadministrative professional charged with documenting, analyzing and ensuringexecution on approved operations strategies / transactions.
In addition toperforming the technical tasks needed to keep business flowing, (s)he serves asthe point person regarding the information for which they are responsible.
Provides direct feedback to operations.Interfaces with client on process improvement strategies. Leads processimprovement initiatives to ensure implementation and completion.
Overall Responsibilities :
Construct and maintain detaileddocumentation of business processes and procedures.
Work in and around new client projectphase to determine / define standard processes for new businesses / clients
Draws upon experience to answer questionsand resolve issues from internal business and outside client inquiries.
Routinely collects metrics and createssummary reports for clients and senior management.
Develops and maintains effectiverelationships with all key stakeholders of company.
Designs strategies for performing businessanalysis and associate initiatives for increase in profits.
Prepares various analytical processes forclients and performs regular quality checks on various processes and ensure timelydelivery.
Develops business dashboard on monthlybasis and prepares reports for management.
Ensures appropriate preparation of allreports for management.
Coordinates with various departments anddesigns strategies for all business operation projects.
Maintains knowledge on all modern trendsin relevant market.
Collaborates with all internal andexternal teams and perform troubleshoot on all client issues and ensure timelyresolution.
Administers all reports and ensuresaccuracy in same.
Analyzes business requirements and designsnew process on same.
Coordinates colleagues and monitor alldata for data quality.
Manages and responds to all clients ad hocrequests.
Leads process improvement initiatives toensure implementation and completion
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 communicationskills
Excellent presentation skills
Ability to work independently with minimaldirection
Demonstrateability 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