Business Process Optimization Analyst, Contact Center

Responsible for analyzing and improving business processes to support operational efficiency, cost reduction, and service quality. Works with moderate supervision to evaluate workflows, identify improvement opportunities, and support the implementation of process enhancements. Applies foundational knowledge of process improvement methodologies and collaborates with cross-functional teams to deliver measurable results. Solve a range of mostly straightforward problems with some increased scope and complexity. Developing professional with basic skill set and proficiency with procedures and techniques.

• Analyze existing business processes to identify inefficiencies, redundancies, and areas for improvement.
• Develop and maintain process documentation including process maps, flowcharts, and standard operating procedures.
• Contribute to the development of business cases and value assessments for process initiatives by gathering data and supporting ROI calculations.
• Collaborate with stakeholders to gather business requirements and translate them into process improvement opportunities.
• Support the implementation of process changes and monitor their effectiveness.
• Conduct root cause analysis and recommend solutions to address process-related issues.
• Assist in benchmarking internal processes against industry best practices.
• Utilize process modeling and workflow tools to visualize and communicate process designs.
• Contribute to the development of business cases and performance metrics for process improvement initiatives.
• Monitor process performance and escalate issues as needed.
• Assist in developing training content and user guides for process changes.
• Participate in change management activities to support process adoption.
• May perform other duties as assigned.

• 2+ years of experience in process improvement or business analysis.
• Intermediate understanding of business and operating environment.
• Experience in root cause analysis and problem-solving techniques.
• Experience in process documentation and standardization.
• Experience in cross-functional collaboration.
• Exposure to business case development and ROI modeling.
• Proficient in process improvement methodologies.
• Proficient in process modeling and workflow tools.
• Basic knowledge of data analysis and visualization techniques.
• Understanding of change management principles.
• Knowledge of business requirements gathering.
• Knowledge of performance metrics and KPIs.
• Project management skills.
• Bachelor’s Degree in Business, Operations, or related field or equivalent combination of training, education and experience.

Desired Qualifications

• Master’s Degree in related field or equivalent combination of training, education and experience.
• Lean Six Sigma certification, Certified Business Process Professional (CBPP), or Certified Lean Practitioner.

Additional Information

Hours:

• Monday - Friday, 8:00AM - 4:30PM

Location:

• 5510 Heritage Oaks Drive, Pensacola, FL 32526
• 141 Security Drive, Winchester, VA 22602