Process Lead (SD 37030C)

Process Lead (SD 37030C)

Enshored Inc.
Not Specified
Not Specified

Job Description

Enshored is seeking a detail-oriented, highly organized, and hard-working Process Analyst to work with a fast-growing company. The person to be chosen will help operations improve and maintain KPI using the best possible processes while maintaining good morale and integrity. This is a high-impact role and will offer great opportunities for career advancement in the BPO environment.
Essential Duties and Responsibilities
  • Documentation of all Client-related products and processes.
  • Create and update different process flows.
  • Review and/or update existing articles or updates.
  • Handle client callouts, requests, escalations for an investigation. Results, findings, and recommendations will need to be documented and kept in a secure location.
  • Filter all processes before being rolled out to Operations, Training, and QA,
  • Collaborate with Operations, Training, and QA so that everyone is aligned with the processes and guidelines,
  • Safekeeping for all processes in a consistent and streamlined location with secure editing and viewing options for different users based on leadership levels. For example, team members should only view, leaders can leave comments, and admins can edit.
  • Work with the Client to ensure we get their approval and stamp on all the
  • Processes/guidelines we will release to the team.

  • Education and Experience
  • Bachelor's/College degree
  • Knowledgeable in using different tools for creating and presenting processes such as ( Google suite, Google Analytics, Proficiency in MS Office).
  • Proven interest in social media/technology and how it is changing the world of work.
  • At least three years of related experience in the BPO Industry.
  • Minimum of one year previous people management experience.
  • Experience in working with people on different levels.
  • Excellent understanding of continuous improvement concepts.
  • Strong analytical, project, and product management skills, including a thorough understanding of how to interpret business needs and translate them into operational requirements.
  • Occasionally report findings and provide solutions in Client meetings to strengthen the partnership and operations.
  • Experience of the whole project life cycle, able to operate in the initial conceptual design stage, in the depths of system testing, and at each stage in between.
  • Have vast experience in the creation, maintaining, and updating of different Operational and Non-operational processes.

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