Job Description

Join an organization dedicated to enhancing the customer experience through innovation, collaboration, and continuous improvement. Work in an environment that balances flexibility with connection, while contributing to high-impact initiatives that shape call center operations. Play a key role in elevating performance across multiple business units in a large, dynamic setting.

Primary Services is excited to announce the role of Business Process Analyst for a major enterprise client. This role supports large-scale operational excellence efforts across inbound sales, customer retention, and care environments. The position offers the opportunity to analyze business processes, implement system enhancements, and partner with cross-functional teams to ensure new products, services, and technologies are seamlessly introduced without disrupting call center performance or customer satisfaction.

Responsibilities

• Perform and document impact assessments for business rule and process improvement changes across Customer Care.
• Identify improvement opportunities and document technical system and process requirements to enhance operational efficiency and resolve global issues.
• Create detailed business requirements or user stories including screen design, system rules, and use-case scenarios.
• Prepare and deliver business cases supported by data analysis.
• Provide analytical and technical support related to internal processes and system capabilities.
• Create and execute test cases to validate new system functionality and ensure existing processes are not negatively affected.
• Obtain cross-functional support and approvals for system and process changes.
• Document agent processes, step actions, and scripting, and prepare communications for Customer Care teams.
• Develop training requirements, materials, and assist with training delivery for representatives, supervisors, and management.
• Work within IT Change Management processes to ensure timely implementation of system and process enhancements.
• Serve as liaison between Customer Care and other business units.
• Maintain ongoing relationships with internal customer-facing groups and Back Office teams to support timely issue resolution.

Qualifications

• Undergraduate degree preferred; relevant work experience may substitute.
• Over 2 years of experience in a call center or consumer services environment.
• Experience with technology design and implementation, business process development, training development, or workforce management analysis.
• Strong project management experience.
• MBA or relevant graduate degree preferred.
• PMP Certification or Certified ScrumMaster designation preferred.
• Proficiency with Microsoft Word, Excel, PowerPoint, and MS Teams.
• Understanding of project management lifecycles.
• SAP CCS or agent interface experience preferred.

This role offers an opportunity to drive measurable improvements in a fast-evolving environment, making a significant impact on both customer experience and operational performance.

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