Global Process Business Analyst (m/f)

Due to the successful partnership between SELLBYTEL and with one of the leading IT companies in the world we are currently looking for

Global Process Business Analyst (m/f) 

Responsibilities:

• Responsible for the definition, design, standardization and optimization of the Call, Chat, Case handling processes & other horizontal processes.
• Generates change recommendations for business process improvements based on data analysis
• Responsible for ensuring global consistency with regional effectiveness, scalability, and ISO/SOX compliance.
• Responsible for maintaining process supporting materials such as workflows and work instructions & ISO supporting documentation
• Develop relationships with cross functional partners, external vendors and customers to enable process optimization and agent enablement
• Responsible for reviewing QA audit results and engage with respective VM and vendors to improve agent quality on case handling failures.
• Responsible for effective knowledge transfer to stakeholders on any critical process changes planned
• Partner with key internal stakeholders to understand business requirements, drive understanding, validate change impacts and drive adoption.
• Influence through applied knowledge by making financially sound, well-informed and timely decisions based on functional expertise, regional knowledge and industry trends
• Lead and or act as a subject matter expert on specific projects/program deliverables which enable continuous optimization for our customers/partners
• Maintain a good understanding for CPE business process and business model to ensure appropriate alignment

Our profile of preference:

• University Degree is a plus,
• Fluency in English
• At least 3 years of experience in business support, finance background,
• Outstanding communication skills (verbal and written),
• Advanced MS Excel level,
• Experience in a business to business environment,
• Positive, flexible, team player and client oriented.

What we offer:

• Full time position,
• Extensive training on market leading products,
• Personal development programs and mentoring to develop skills,
• Possibility to participate in a growing project,
• Good career prospects in a company which rewards employees with commitment and passion,
• Private health insurance.
• Work place: Krakow, Poland.