Senior Business Process Analyst
About the Job
The Senior Business Process Analyst is responsible for driving operational excellence and continuous improvement across various client campaigns and internal operations within the BPO. This role involves analyzing current customer interaction workflows, identifying inefficiencies, and designing optimized processes that reduce costs, improve Service Level Agreements (SLAs), and elevate Customer Satisfaction (CSAT). The Senior Analyst acts as a strategic bridge between BPO Operations, Client Success, and Workforce Management (WFM) to ensure that technology and processes align to deliver high-margin, top-tier service to our clients.
As a Senior Business Process Analyst, You Will…
Lead the discovery and mapping of end-to-end customer interaction workflows (e.g., call routing, chat escalation, back-office processing) for both new client migrations and existing accounts.
Develop and maintain comprehensive Standard Operating Procedures (SOPs), process flows, and knowledge base articles used by front-line agents and trainers.
Analyze contact center metrics (e.g., Average Handle Time (AHT), First Contact Resolution (FCR), QA scores) to identify process bottlenecks and revenue leakage.
Design and implement process improvements, including workflow automation (RPA), self-service/deflection strategies, and CRM optimization to reduce agent friction and drive efficiency.
Partner with Client Success Managers and client-side stakeholders during onboarding/transitions to document their "as-is" processes and engineer scalable "to-be" BPO processes.
Present process improvement proposals and projected ROI/cost savings directly to internal leadership and external clients.
Conduct root-cause analysis on missed SLAs or declining quality metrics and implement corrective action plans.
Collaborate with Data/Reporting teams to design dashboards that accurately track process compliance and the impact of continuous improvement initiatives.
Lead cross-functional Kaizen events and process improvement workshops involving Operations Managers, Quality Assurance (QA), and IT.
Champion a culture of Lean/Continuous Improvement on the production floor, mentoring junior analysts and operational leaders.
As a Senior Business Process Analyst, You Need…
Bachelor’s degree in Business Administration, Operations Management, Industrial Engineering, or a related field.
5–8 years of process improvement experience, with a minimum of 3 years specifically within a BPO, contact center, or shared services environment.
Lean Six Sigma (Green Belt or Black Belt) is highly required. COPC (Customer Operations Performance Center) or ITIL certification is a strong plus.
Proficiency in process mapping software (Visio, Lucidchart, Miro). Familiarity with contact center technologies (e.g., Genesys, Avaya, NICE InContact), CRM platforms (Salesforce, Zendesk), and WFM concepts. Understanding of RPA capabilities (e.g., UiPath, Automation Anywhere) is a distinct advantage.
Deep understanding of contact center unit economics, margin drivers, and standard KPI formulas.
Excellent presentation skills with the ability to articulate complex operational strategies to clients in a clear, confidence-inspiring manner.
Ability to thrive in a high-volume, fast-paced environment and manage multiple client portfolios or projects simultaneously.
Proven ability to drive adoption of new tools and processes among large teams of front-line agents and floor supervisors.