Business Process Optimization Analyst, Contact Center
About The Position
The Business Process Optimization Analyst analyzes and improves business processes to support operational efficiency, cost reduction, and service quality. Working with moderate supervision, the analyst evaluates workflows, identifies improvement opportunities, and supports implementation of process enhancements. The role applies foundational process-improvement knowledge and collaborates with cross-functional teams to deliver measurable results. It involves solving mostly straightforward problems, with some increased scope and complexity, and is intended for a developing professional with a basic skill set and proficiency in procedures and techniques. The position is based at one of the listed locations: Pensacola, Florida, or Winchester, Virginia. The stated hours are Monday through Friday, 8:00 a.m. to 4:30 p.m.
Requirements
- At least 2 years of experience in process improvement or business analysis.
- Intermediate understanding of the business and operating environment.
- Experience with root cause analysis and problem-solving techniques.
- Experience in process documentation and standardization.
- Experience collaborating cross-functionally.
- Exposure to business case development and ROI modeling.
- Proficiency in process improvement methodologies.
- Proficiency in process modeling and workflow tools.
- Basic knowledge of data analysis and visualization techniques.
- Understanding of change management principles.
- Knowledge of business requirements gathering.
- Knowledge of performance metrics and KPIs.
- Project management skills.
- Bachelor’s degree in Business, Operations, or a related field, or an equivalent combination of training, education, and experience.
Nice To Haves
- Master’s degree in a related field, or an equivalent combination of training, education, and experience.
- Lean Six Sigma certification, Certified Business Process Professional (CBPP), or Certified Lean Practitioner.
Responsibilities
- Analyze business processes to identify inefficiencies, redundancies, and improvement opportunities.
- Develop and maintain process documentation, including process maps, flowcharts, and standard operating procedures.
- Contribute to business cases and value assessments for process initiatives by gathering data and supporting ROI calculations.
- Collaborate with stakeholders to gather business requirements and translate them into process improvement opportunities.
- Support implementation of process changes and monitor their effectiveness.
- Conduct root cause analysis and recommend solutions to process-related issues.
- Assist in benchmarking internal processes against industry best practices.
- Use process modeling and workflow tools to visualize and communicate process designs.
- Contribute to business cases and performance metrics for process improvement initiatives.
- Monitor process performance and escalate issues as needed.
- Assist in developing training content and user guides for process changes.
- Participate in change management activities to support process adoption.
- Perform other duties as assigned.
Benefits
- Highly competitive pay.
- Generous benefits and perks.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
