Are you ready to POWER UP your skills? Take the leap and join Concentrix's League of TOP-NOTCH TALENTS! Prepare for an Extra-Ordinary Journey where you not only Collaborate with Industry Champions but also immerse yourself in an Innovative Workplace filled with Laughter, Continuous Learning, and Limitless Opportunities. Join the Leading Global Provider of CX and Tech Services and seize this moment to #JoinConcentrix!

Job Summary: The Core Role of the Business Process Analyst is to Review, Develop, and Document all Customer and Business Process(es) within the Contact Center to Ensure they are in the Optimal State. You will Serve as the Subject Matter Expert and will be Responsible in Mapping 'As Is' Customer Journey(s) and Business Process(es) to Identify Gap(s) Along with Understanding Business Requirement(s) for New Process(es). You will Develop Fit for Purpose Process(es) while Gaining Buy-In from Stakeholder(s) and Process User(s) - Ensuring End-to-End Improvement(s) are Achieved. The Role is Pivotal to Ensuring that all Process(es) are Effective, Efficient, and Accessible for Colleague(s) to Support them in Assisting our Customer(s) - therefore, Supporting the Achievement of Key Operational Performance Target(s) in Line with Budget Requirement(s) and Customer Outcome(s).

Essential Duties and Responsibilities:

• Develop and Document Detailed Business Requirement(s) for all Customer and Operational Process(es) within the Contact Center in Support of the Contact Center Strategy, Review Current Process(es) and Future Requirement(s) Along with Insight and Data to Map Recommendation(s) for Improvement and Implement those Improvement(s) while Focusing on the Customer Journey
• Create Clear Action Plan(s) for each Initiative while Identifying Support and Resource Required Along with Clear Timeline(s), Proactively Engage with (and Support) Business Change(s) by Providing Feedback on the Impact of Change(s) and Developing Sound Process(es) to Support the Successful Embedding of the Change, Utilize Effective Questioning When Supporting Project Work while Seeking to Understand Impact to Current Way(s) of Working
• Act as the Gatekeeper for Any Change to Process(es) and Work with Senior Stakeholder(s) to Ensure that the Change is Relevant, Has the Appropriate Control(s), and is Formally Signed-Off and Championed, Challenge Current Way(s) of Working and Look for Opportunities to Standardize and Reduce Excess Process(es) that are being Operated while Continually Looking for Improvement(s), Ensure all Process Documentation Standard(s) are Adhered to in Line with External Best Practice(s) (Ensuring the Process Library is Maintained and Version Control(s) are in Place), Upload Process Information into the Knowledge Management System

Minimum Hiring Qualifications:

• Bachelor's Degree in a Related Field or 1 Year(s) Minimum Relevant Experience in a Business or Process Analyst Function, Prior Experience in a Contact Center Environment with an Excellent Understanding of Contact Center Process(es) and Metric(s), Experience Working with Business Process Modelling, Target Operating Model(s), and Process (Re)Engineering (Process Modelling and Process Mapping), Ideally Six Sigma Certified (Green Belt)
• Good Knowledge of Operating Model(s) and Business Architecture Design, Experience in Delivering and Demonstrating Business Improvement Solution(s) with Measurable Success, Experience in Gathering and Translating Requirement(s), Strong Analytical Ability - Able to Interpret Data to Identify Area(s) for Improvement and then Action those Improvement(s) within Agreed Timeline(s)
• Good Communication Skills with the Ability to Communicate Effectively with Colleague(s) Across Different Level(s), Good Stakeholder Management and Interpersonal Skills, Demonstrates Good Business and Commercial Awareness, Good Presentation Skills and Capable of Engaging Audience(s) of Varying Size(s) and Knowledge Level(s), Confident in Giving Feedback - Excellent Team Player with the Ability to Work Closely and Collaborate with Others to Deliver Result(s), Able to Make Logical Decision(s) Based on Fact(s) and Experience (While Acting in the Best Interest of our Colleague(s), our Customer(s), and the Organization or Company)
• Able to Understand Complex Process(es) and System(s) and Make Recommendation(s) to Simplify, Excellent Problem Solving Skills to Identify the Root-Cause and Find Collaborative Solution(s), Demonstrates Critical Thinking and a Curious Mind, Precise Organization Skills with the Ability to Balance Multiple Task(s) and Assigned Project(s)

Get Hired and Enjoy the Following:

• Interact/Collaborate and Learn from Industry Experts
• Multiple Opportunities for Learning and Development
• Enjoy a Fun - and Competitive Working Environment

Work Location: Concentrix Ayala North Exchange (Makati)