Analista de Soporte y Procesos - Mejora de Servicio (Hybrid)

Placements24; Chihuahua; Hybrid; MXN 350,000 - 520,000; Full time

Job summary

Placements24 in Ciudad Juárez, Mexico, seeks a meticulous Analista de Soporte y Procesos de Servicio al Cliente to improve efficiency in customer service operations. The role blends analysis, SOP development, and tool implementation to elevate the client experience within a hybrid work setting.

The ideal candidate will have a strong background in process improvement, customer service workflows, and cross-functional collaboration, supporting IT and other departments to optimize service delivery.

Qualifications

• Degree in Business Administration, Operations Management, or Industrial Engineering.
• Experience as a process analyst or in customer service operations.
• Strong knowledge of process mapping and improvement methods (Lean, Six Sigma).
• Proficient in Excel, Visio, PowerPoint.

Responsibilities

• Analyze current customer service processes to identify efficiency improvements.
• Develop and document SOPs for customer service workflows.
• Support the implementation of new customer service tools.
• Train staff on new processes and tools.
• Monitor KPIs and prepare regular reports.
• Troubleshoot operational issues affecting service delivery.
• Collaborate with IT to integrate systems for CS.
• Gather feedback and propose solutions to improve the customer experience.
• Contribute to projects aimed at enhancing the overall customer experience.

Skills

Process analysis

Operations

Customer service principles

Lean Six Sigma

Education

Bachelor's degree in Business Administration

Bachelor's degree in Operations Management

Bachelor's degree in Industrial Engineering

Tools

Microsoft Office

Excel

Visio

PowerPoint

CRM systems

Job description

Placements24 in Ciudad Juárez, Mexico, seeks a meticulous Analista de Soporte y Procesos de Servicio al Cliente to improve efficiency in customer service operations. The role blends analysis, SOP development, and tool implementation to elevate the client experience within a hybrid work setting.

The ideal candidate will have a strong background in process improvement, customer service workflows, and cross-functional collaboration, supporting IT and other departments to optimize service delivery.