Project Analyst, Contact Center Solutions

BCD; Monterrey; Presencial; MXN 300.000 - 460.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible working hours

Remote work options

Career growth opportunities

Wellbeing tools included

Inclusive workplace culture

Descripción de la vacante

BCD Travel is seeking a Project Analyst to support Contact Center technology initiatives from Monterrey, Mexico. This onsite role focuses on data gathering, ROI documentation, and coordinating test cases that ensure successful implementation.

You will assist with account assessments and strategy while collaborating with cross-functional teams to deliver measurable improvements in customer experience and operational efficiency.

Formación

• Prior experience in data reporting or analytical work.
• Strong communication skills in English, both written and verbal.
• Ability to manage multiple initiatives with competing priorities.
• Capable of translating needs into actionable plans.

Responsabilidades

• Provide project support for Contact Center technology initiatives.
• Assist in post-project data gathering and ROI documentation.
• Coordinate test cases and activities for technology implementations.
• Maintain documentation and version control for projects.
• Assist with account assessments and account strategy development.

Conocimientos

Data reporting

Analytical thinking

English communication

Multi-tasking

Herramientas

MS Office Suite

Descripción del empleo

Project Analyst, Contact Center Solutions

Date: Sep 11, 2026

Location: ME, Monterrey, Onsite, Mexico, LATAM

Full time, Monterrey, Mexico

This key position is responsible for providing project support and assist in post-project data gathering and analysis for Contact Center technology initiatives at the individual account, regional, and divisional level. Responsibilities include implementation support, assisting with analyzing and proposing actions that will improve Contact Center technology performance and optimization, and documenting return on investment.

Typical projects may include (but not limited to):

• Contact Center technology implementation test case coordination and activities for testing
• Documentation maintenance and version control

• Assist Speech managers with project designed to enhance the customer experience via speech technology
• Create and manage a testing plan that encompasses all data and/or process elements for all user requirements
• Escalate errors or anomalies to project team and/or appropriate resources for support; retest and report as needed
• Contribute to account assessments and account strategy
• Partner with appropriate resources to provide data gathering and analysis for real time and historical reporting

  About you

  • Prior experience in data reporting, analytical work, or other similar field
  • Demonstrated skills in word processing, spreadsheets and presentation software, Microsoft Office
  • Manage and coordinate multiple initiatives simultaneously that often represent competing priorities
  • Capable of identifying customer needs – Listening to information, asking probing questions, applying knowledge, associating solutions
  • Execution focus and a results orientation, able to translate strategy into specific goals, tactics, action plans and deliverables
  • Excellent verbal and written communication skills in English

  What we offer you

  At BCD Travel, we work with highly motivated and passionate people. We value open communication, collaboration, and a flexible work-life balance. We offer unique, often global, experiences that empower you to develop and grow within the organization. Sustainability and helping others is also high on our list. We make a difference through charitable activities in our communities across the globe.

  • Flexible working hours and work-from-home or remote opportunities
  • Opportunities to grow your skillset and career
  • Generous vacation days so you can rest and recharge
  • A compensation package that feels fair to you, including mental, physical, and financial wellbeing tools
  • Travel industry professional perks and discounts
  • An inclusive work environment where diversity is celebrated

  About us

  BCD Travel helps companies travel smart and achieve more. We drive program adoption, cost savings and talent retention through digital experiences that simplify business travel. Our 15,000+ dedicated team members service clients in 170+ countries as we shape a sustainable future for business travel. BCD’s leading meetings and events management and global consultancy services complete our comprehensive suite of solutions for all aspects of corporate travel. In 2024, BCD achieved US$22.9 billion in sales. For more information, visit www.bcdtravel.com.

  We're dedicated to building a diverse, inclusive and authentic workplace.