The Business Process Analyst will support the team to drive strategy execution through streamlining and reengineering new and existing processes.
This involved creating, maintaining and improving processes within customer care and engaging with other Departments on cross-departmental improvements and deliver scalable solutions to ensure efficient processes that support accelerated growth.
Analyze current process standards and metrics in order to provide solutions for improvements.
Update and maintain documentation on process improvements and process performance
Perform data gathering, root cause analysis and performance trending in order to develop appropriate process changes
Prioritize and implement process improvement requirements based on customer care needs.
Work with the care team to recommend appropriate changes in process and approach
Train and guide PI team as needed
Review & identify areas to improve efficiencies of Customer Care processes
Review Customer Care customer experience and implement improvements
Collaborate with cross-departmental teams to develop specific operational requirements and roll out plan to ensure successful implementation
Develop OKR goals in line with overall business and departmental goals on periodical basis as required
Work closely with Customer Care Operations Manager, Training and QA counterparts on a holistic Improvement plan
Technology / Innovation
At resolution to miniccountable for identifying any Technical / system impacts on PI and managing efficienmise disruption
Policy & Procedures
Writing, reviewing and ensuring compliance with policies and procedures
Creating onboarding and training guides for new starters to the team
Reporting / Data
Design & production of weekly & monthly reports
Monitoring of KPI’s in line with department targets
Analysis of key data metrics; identification of non performances and development of improvement plans
Ensuring timely identification and proactive resolution of issues to mitigate risk and ongoing poor performance of NPS
At least 3-5 years of solid experience in process improvement gained from the BPO or Contact Centre industry
Six Sigma Certification (at least Green Belt) is required
Strong problem-solving skills
High level of business and process acumen
Excellent communicator and demonstrated people management of teams
Experience in the e-Commerce industry or retail industry is highly preferred
High attention to detail
Excellent organisational skills, including the ability to prioritise, manage time and meet deadlines
Good presentation skills
Trained in Process Improvement Methodology
Since 2012, Diversify has created a culture where its people come first. With locations in Makati and BGC, working with Diversify means access to quality work spaces, the latest infrastructure and resources that have made them one of the leading offshore services providers in Metro Manila.
You will immerse yourself in an open, widely diverse office culture where no idea is small enough and you constantly stay engaged with each other.
Dress Code Smart Casual Working Hours 7am - 4pm Spoken Language Filipino & English Benefits Medical, Dental, Misc Allowance Company Size 200-500 Employees Average Processing Time 2 weeks
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