Business Process Analyst

Position Summary:

The Operations Business Process Analyst is responsible for evaluating and improving end-to-end operational processes that support customer-facing and internal systems. This role partners with cross-functional teams to identify inefficiencies, implement enhancements, and ensure consistency and accuracy across operational workflows.

Key Responsibilities:

• Analyze existing business processes and workflows to identify improvement opportunities, eliminate inefficiencies, and reduce manual work.
• Partner with teams including Customer Success, IT, Finance, and Product to document and implement scalable solutions.
• Develop and maintain process documentation including workflows, SOPs, and training materials.
• Use data to measure process performance and recommend enhancements.
• Support new system implementations or updates by helping with user testing, requirements gathering, and training.
• Build and run recurring and ad-hoc reports to support team operations and KPIs.
• Help triage system or data issues and collaborate with internal teams or vendors to resolve them.
• Maintain awareness of company goals and ensure processes align with strategic objectives.

Qualifications:

• High School Diploma; or Equivalent
• 2–4 years of experience in call center operations, process improvement, or business analysis.
• Familiarity with project management and process mapping tools (e.g., JIRA, Confluence, Zendesk, Contact Center Tools).
• Intermediate to advanced Excel or data analysis skills
• Strong attention to detail with a mindset for process thinking and continuous improvement.
• Excellent written and verbal communication skills.
• Ability to work independently and manage multiple priorities in a fast-paced environment.