ResponsibilitiesThe Business Process Analyst (BPA) plays a key role in enabling operational excellence within the Americas Customer Contact Center (CCC).
The position partners closely with Business Centers, ASO field teams, and cross-functional stakeholders to design, improve, and sustain scalable business processes and solutions.
This role translates business needs into structured solutions, drives process improvements, and supports end-to-end project execution. The BPA contributes to initiatives across process design, automation, and continuous improvement, applying structured problem-solving methodologies (e.g., DMAIC, Lean) to deliver measurable business outcomes.
The BPA also supports cross-functional programs and initiatives-from scoping through implementation-ensuring alignment, stakeholder engagement, and effective communication.
Success in this role requires strong analytical thinking, collaboration across global teams, and the ability to balance operational support with strategic improvement efforts.
Key Responsibilities- Analyze and resolve operational, customer, and system-related issues
- Provide consulting-level support for business processes and tools
- Design, document, and optimize business processes and supporting tools
- Translate business strategies and requirements into actionable plans and deliverables
- Support and coordinate cross-functional projects, including planning, analysis, and issue resolution
- Drive continuous improvement initiatives using structured methodologies (Lean, Six Sigma, DMAIC)
- Develop and maintain Work Instructions and supporting documentation
- Enable user self-sufficiency through training, communication, and stakeholder engagement
- Partner with stakeholders across regions and functions to ensure solutions meet business needs
- Communicate project status, risks, and impacts to stakeholders and leadership
- Collaborate with global teams to align processes, tools, and best practices
- Support adoption of new technologies, including automation and AI-driven solutions
QualificationsRequired:- Advanced knowledge of business processes, enterprise applications (Salesforce, Oracle, etc.) and systems within the Americas CCC
- Experience with process management, project management, and continuous improvement methodologies is highly desired
- Strong analytical skills with the ability to translate business and technical requirements into actionable plans
- Strong collaboration and communication skills
- Demonstrates a team-oriented approach with a positive, solutions-focused mindset
- Proficiency with Microsoft Office (Excel, PowerPoint, Copilot etc.)
- Experience with Lean, Six Sigma (Green Belt or equivalent), or continuous improvement methodologies
- Ability to manage multiple priorities and deliver results in a fast-paced environment
- 3-5 years of relevant work experience.
Pay Range:
USD $68,130.00 - USD $113,540.00 Year
