Business Solutions Analyst

2 weeks ago

Manila, National Capital Region, Philippines Percepta LLC Full time

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Job Description - Business Solutions Analyst - INTERNAL APPLICANTS ONLY (03W72)

Business Solutions Analyst - INTERNAL APPLICANTS ONLY

At Percepta, we bring first-class service across each market we support. As a Business Solutions Analyst in Manila, Philippines, you'll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You'll Be Doing

The Business Solutioning Team is responsible for managing, scoping, and developing the business solution for new business, new programs, or significant updates to existing programs. Members of the Business Solutioning Team exhibit a deep knowledge of how BPO contact centers operate in general and of Percepta and our clients in particular, across processes, services, products, and the technical capabilities to bring them together in CX and EX solution designs that meet the diverse needs of our business partners.

As a Business Solutions Analyst, you will be responsible for collecting, mapping, and sharing business processes for Percepta's operational programs. During mapping sessions, you will analyze processes as they are defined to identify process gaps or inconsistencies, ensuring the final product accurately represents the intended customer experience and enables appropriate agent training curriculum development.

During a Typical Day, You'll

  • Develop and maintain process maps for all Percepta operational programs, ensuring seamless accessibility and version control
  • Lead process mapping sessions as part of new or updated business solution designs, and ongoing maintenance of existing process maps
  • Actively identify process gaps or inconsistencies, driving process designers to comprehensive and accurately documented processes accounting for all possible customer and support scenarios
  • Maintain documentation of variances across programs and regions for like or similar products and customer experiences
  • Maintain the level of business and technical knowledge required to effectively lead process mapping sessions that result in solutions that align with business goals and within established strategic and technical frameworks
  • Take on special projects that leverage your strengths and support tactical or strategic business needs.

What You Bring to the Role

  • BA/BS or 6+ years equivalent experience required.
  • Business Solutions Certification (PMP, Six Sigma, solution architecture, program management, etc.) is a plus
  • 4 or more years of combined operations, business process, project management, and experience in the contact center outsourcing industry.
  • Demonstrated experience in business or technical writing.
  • Experience collaborating across cross-functional teams.
  • BPO and automotive customer service experience preferred.
  • Advanced computer literacy with word processing software, spreadsheets, flowcharting applications, and project management software (MS Project, MS Office, Visio, Lucid Charts) required.
  • Excellent oral and written communication skills along with the ability to be influential with internal and external contacts.
  • Excellent time management skills and the ability to effectively multitask.
  • Capable of effectively facilitating meetings and developing presentations.
  • Detail-oriented with a focus on producing various forms of documentation.
  • Strong organizational, analytical, and problem-solving skills.
  • Demonstrates initiative and a high degree of professionalism.
  • Strong critical and strategic thinking skills.

A Bit More About Your Role

Global travel is required, potentially quarterly.

About Percepta

Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.

Our values are the heartbeat of our organization, and we live, breathe, and play by them every day. As a Percepta team member, you can expect:

  • Culture of Service – to be treated like you are the customer from day one
  • Teamwork – belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges the value of your contributions
  • Respect – a team that is accountable, dependable, and gives you their full attention
  • Proactive – to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization
  • Career Growth – lots of learning opportunities for aspiring minds
  • Diversity – be a part of our growing diverse and community-minded organization that is all about having fun
  • Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.
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