Business Process Improvement Specialist

Job Title:

Business Process Improvement Specialist

Job Description

The BPI Specialist manages continuous improvement and process optimization initiatives in contact center and back office operations, using Lean Six Sigma methodologies to increase operational efficiency, improve performance indicators, and ensure compliance with service agreements and customer expectations.

You will work closely with Operations, Workforce, Quality, Training, and Client Services to deliver measurable improvement in AHT, quality, CSAT, utilization, attrition, and cost per contact—while maintaining alignment with contractual obligations and client expectations.

Main Functions/Key Responsibilities:

1. Continuous Improvement and Operational Excellence

• Analyze operational indicators (KPIs) and identify opportunities for improvement.
• Lead Lean Six Sigma projects (DMAIC, Kaizen) to optimize processes, productivity, costs, and customer experience.
• Standardize processes and implement controls to ensure sustainable improvements.

2. Data Analysis and Digital Transformation

• Develop dashboards and perform statistical analysis for decision-making.
• Manage large volumes of data from operational platforms.
• Identify and implement automation and digital optimization initiatives.

3. Customer Management, Quality, and Compliance

• Present results and improvement initiatives to clients and validate financial benefits.
• Ensure compliance with contractual agreements, quality standards, and processes.
• Collaborate with Quality and Training teams to reduce errors and strengthen operational documentation.

4. Capacity Building and Leadership

• Train and mentor supervisors, analysts, and Green Belts, facilitating workshops and promoting the use of continuous improvement methodologies and root cause analysis.

Candidate profile:

• Lean Six Sigma Black Belt certification (desirable).
• 1 year of experience in process improvement or performance analytics (preferably in a BPO environment).
• Strong understanding of contact center KPIs, WFM logic, and BPO quality processes.
• Bilingual (English/Spanish).
• Strong analytical mindset; able to work with high-volume operational data.
• Excellent facilitation and stakeholder influence skills.
• Client-facing communication (executive-level reporting).
• Structured problem-solving & storytelling with data.
• Adaptability and bias for action.problem-solving.

Tools & Applications preferred:

• Analytics/BI: Power BI, Excel Power Query, SQL.
• Telephony/CRM: Genesys, Avaya, Talkdesk, NICE, Salesforce, Zendesk.
• Quality Tools: Minitab, Kaizen templates, RCA toolkits.
• Automation: Power Automate, UiPath.
• Knowledge Systems: SharePoint, Confluence.
• Project Tracking: Jira, Azure DevOps, Smartsheet.

Location:

NIC Rotonda Universitaria

Language Requirements:

English (Required)

Time Type:

Full time