Company Summary: Majorel supports clients all over the world to successfully shape their customer relationships. More than 48,000 employees in 28 countries design and implement customized solutions for this purpose. We create amazing customer experiences that people value and we are proud of. By combining talent, data, and technology, we deliver real impact for our partners. Today’s rapidly changing world is sometimes challenging for service delivery; But with our spirit of true entrepreneurship, adaptability and our drive to go further, we view it as an opportunity to innovate by getting the best from people and technology. We constantly strive for the best. We know that doing so is pursuing a moving target. It takes full commitment to go the extra mile. Mutual respect and trust is the hallmark of every successful business, and it’s the same at Majorel. We know that challenges are met and ambitions achieved through teamwork: not only amongst our colleagues, but in partnership with our clients too.
Position Summary:
An Operations Business Process Specialist is an administrative professional charged with documenting, analyzing and ensuring execution on approved operations strategies/transactions. In addition to performing the technical tasks needed to keep business flowing, (s)he serves as the point person regarding the information for which they are responsible. Provides direct feedback to operations. Interfaces with client on process improvement strategies. Leads process improvement initiatives to ensure implementation and completion.
Overall Responsibilities:
Construct and maintain detailed documentation of business processes and procedures.
Work in and around new client project phase to determine/ define standard processes for new businesses/clients
Draws upon experience to answer questions and resolve issues from internal business and outside client inquiries.
Routinely collects metrics and creates summary reports for clients and senior management.
Develops and maintains effective relationships with all key stakeholders of company.
Designs strategies for performing business analysis and associate initiatives for increase in profits.
Prepares various analytical processes for clients and performs regular quality checks on various processes and ensure timely delivery.
Develops business dashboard on monthly basis and prepares reports for management.
Ensures appropriate preparation of all reports for management.
Coordinates with various departments and designs strategies for all business operation projects.
Maintains knowledge on all modern trends in relevant market.
Collaborates with all internal and external teams and perform troubleshoot on all client issues and ensure timely resolution.
Administers all reports and ensures accuracy in same.
Analyzes business requirements and designs new process on same.
Coordinates colleagues and monitor all data for data quality.
Manages and responds to all clients ad hoc requests.
Leads process improvement initiatives to ensure implementation and completion
Job Requirements:
Degree in management information systems, computer science or a related field of study
Six sigma certification preferred
Knowledge of contact center industry
Attention to Detail
Strong Problem Solver
Strong written and verbal communication skills
Excellent presentation skills
Ability to work independently with minimal direction
Demonstrate ability to work as part of high demand, high expectation, dynamic team
Demonstrated ability to work effectively through change
Advanced technical/computer skills with the ability to use several programs simultaneously
Strong work ethic with a professional, positive attitude
Ability to prioritize workload, meet deadlines and thrive in a fast paced environment
An innovative, goal oriented and results driven approach
Physical Demands & Work Environment:
While performing the duties of this job the employee requires mobility, the ability to distinguish letters, numbers and symbols as well as hand/eye coordination. The employee regularly sits for long periods of time. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee regularly uses office equipment such as multi-line telephone systems, fax machine, copy machine, calculator. Employee will regularly use a computer for extended periods of time. The employee must occasionally lift and/or move up to 10 pounds.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
All of the above job duties may be changed/modified/deleted at any time by the Company; any other job duties may be assigned as needed.
Standard General Security Roles and Responsibilities
Understand and adhere to policies, guidelines and procedures pertaining to ethics and compliance, and to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources provided to perform the role. Fully comply with all provisions of the Company Code of Conduct, Acceptable Use Policy and Confidentiality Agreement.
Protect company assets, systems, proprietary and confidential information in accordance with Majorel Confidentiality policy and Corporate Information Security Policies and Procedure
Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents and breaches in the confidentiality, integrity or availability of Information assets as per the Company’s Incident Reporting Process.
Process personal data, client data and employer business specific data in accordance with customer contracts, company guidelines and federal and state requirements.
