Global Process Business Analyst (m/f)
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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.