Business Process Analyst – Customer Care

Business Process Analyst – Customer Care

Our client, a large City Centre based Telecoms company are looking to recruit a Business Process Analyst for a contract role.

Operating as part of a small team, the successful candidate will be an excellent project manager, able to see the big picture, understand relevant project Consumer Care objectives and apply their understanding of how processes should work to operational improvement initiatives. The person will have proven analytical and drafting skills and an enthusiasm to be involved in all areas of Consumer Care while adding value to the wider company (e.g., stakeholder engagement). They will work across the following areas:

The Role:

• Reviewing existing processes
• Monitoring, measuring, and providing feedback on process performance
• Facilitating process workshops that involve eliciting process requirements and liaising with Consumer Line agents
• Leading process redesign workshops
• Managing process change (including defining KPIs)
• Educating Consumer Line agents responsible for managing and operating business processes
• Applying knowledge of business process modelling to documenting processes.
• Structuring a large amount of information within a process framework
• , where relevant
• Drafting business process documents using logical structure and clear and concise language.

The Person:

• Commercial business process experience
• Excellent project management skills with the ability to manage multiple workstreams and prioritise work based on business needs
• Excellent communication skills both verbal and written with internal and external stakeholders
• Self-motivated team player
• Well-developed analytical, conceptual and problem-solving skills, with a strong attention to detail
• Coaching and feedback skills
• Telecommunications experience an advantage

For more information, please call Keith on 01 912 1892 or email keith@executiveedge.ie