Process Owner, Contact Center Operations

Jobtailor; Arizona; On-site; USD 65,000 - 90,000; Full time

Job summary

Jobtailor in the United States is seeking a Process Improvement Analyst to plan, direct, and optimize complex business processes within a dynamic contact center environment. You will collaborate across departments, define controls, and use data to measure performance, driving improvements that reduce risk and increase efficiency for customers and internal stakeholders.

Effective communication and thorough requirement analysis will be essential as you translate findings into tangible process

Qualifications

• Bachelor's degree or 4 years of relevant education and/or experience.
• Minimum of 3 years working within a Contact Center environment.
• Proven experience working effectively across multiple departments and teams.
• Demonstrated ability to identify inefficiencies, analyze requirements, design, test, and implement improved business processes.
• Ability to dissect complex issues and collaborate to develop viable solutions.

Responsibilities

• Plan, direct and coordinate activities for moderately complex and complex processes
• Understand the process operating objectives, business rules, performance requirements, risks, and controls
• Develop, sustain, and manage defined business processes
• Identify, own, execute, enhance, and align controls to mitigate operational and compliance risks
• Develop communication plans for customers and internal stakeholders
• Utilize reporting, data, and analytics to measure process and project performance
• Lead solution development including business case/benefits substantiation

Skills

Contact Center experience

Cross-functional collaboration

Process improvement

Analytical thinking

Education

Bachelor's degree or 4 years relevant experience

Job description

Jobtailor in the United States is seeking a Process Improvement Analyst to plan, direct, and optimize complex business processes within a dynamic contact center environment. You will collaborate across departments, define controls, and use data to measure performance, driving improvements that reduce risk and increase efficiency for customers and internal stakeholders.

Effective communication and thorough requirement analysis will be essential as you translate findings into tangible process