Job Title: Business Process Analyst
Location: Plano, TX
Pay Rate: $34.19 per hour
Length of Assignment: 12 months
Schedule: Fully on-site, Monday thru Friday 8:00AM to 5:00PM (hours may vary)
Staffmark Total Talent Solutions offers this exciting contract opportunity at a global leader in electronics, mobile devices and appliances located in Plano, TX.
Business Process Analyst
Top Skills:
- Financial analysis
- Process improvement
- Financial analysis
Responsibilities:
- Lead the end-to-end discovery effort across 40+ specialized support groups, documenting current-state (“as-is”) workflows, decision logic, tools, knowledge sources, and escalation paths used by each specialized function.
- Assess each specialized group against standardized criteria (contact volume, complexity, risk/compliance sensitivity, tooling dependencies, required certifications) to build a data-driven consolidation roadmap and prioritization sequence toward the target of fewer than 10 remaining specialized groups.
- Design “to-be” workflows that enable Tier 1 and Tier 2 agents to absorb specialized functions, including decision trees, guided workflows, knowledge base articles, and skills-based routing rules that reduce reliance on narrow specialist knowledge.
- Translate specialized process knowledge into detailed functional and business requirements, user stories, and acceptance criteria for engineering, CRM, knowledge management, and automation/AI teams supporting the consolidation.
- Identify and document the technology and process improvements (automation, self-service, bots, decision-support tools, routing logic) required to close the capability gap between Tier 1/Tier 2 agents and current specialist-level handling.
- Partner with specialized group leads, Tier 1/Tier 2 support leads, Quality Assurance (QA), and training teams to validate requirements, pilot revised workflows, and sign off on readiness before a specialized group is retired or absorbed.
- Facilitate structured working sessions and interviews with subject-matter experts to extract tacit knowledge before it is lost through attrition, reassignment, or group elimination.
- Maintain a master requirements and process-mapping repository (workflow diagrams, RACI, gap analyses, requirements traceability) that tracks progress of the consolidation effort from 40+ groups down to the target state.
- Build and present the business case, risk assessment, and change-impact analysis for each consolidation wave to operations leadership and project stakeholders.
- Monitor, analyze, and report on core contact center performance indicators across voice and digital channels (chat, email, social, messaging), with specific attention to how metrics shift as specialized groups are absorbed.
- Track and optimize critical operational metrics including Average Handle Time (AHT), Abandonment Rate, Service Level Agreements (SLA), Occupancy, and multi-chat agent concurrency rates for both legacy specialized groups and the Tier 1/Tier 2 teams absorbing their work.
- Measure and report on customer experience impact using CSAT, Customer Effort Score (CES), First Contact Resolution (FCR), and Value Enhancement Score (VES) before, during, and after each consolidation wave to confirm no degradation in service quality.
- Evaluate Tier 1/Tier 2 agent utilization and capacity to determine readiness to absorb additional specialized volume, and model staffing and skilling impacts of each consolidation wave with Workforce Management (WFM).
- Partner with WFM to review forecasting models, scheduling adherence, and staffing requirements as specialized headcount is redistributed into Tier 1/Tier 2.
- Identify operational bottlenecks introduced by consolidation and recommend process or tooling adjustments to maintain ticket routing accuracy and minimize repeat contacts.
- Design, build, and maintain dashboards and scorecards tracking consolidation progress (groups remaining, functions absorbed, volume migrated, training completion) for project sponsors and executive leadership using BI tools (e.g., Tableau, Power BI).
- Conduct root-cause analysis on any service degradation, escalation spikes, or quality issues tied to consolidation waves, and escalate systemic issues to the appropriate cross-functional stakeholders.
- Deliver data-driven narratives and progress updates on the consolidation initiative during monthly and quarterly operational and project business reviews (QBRs).
Requirements:
- Bachelor’s degree in Business Administration, Data Analytics, Industrial Engineering, Information Systems, or a related field (or equivalent practical experience).
- 3–5+ years of experience as a Business Analyst, Process Analyst, or Operations Analyst, with demonstrated experience leading or supporting large-scale process consolidation, org redesign, or operating model transformation initiatives.
- Experience within a customer support, customer care, or contact center environment, including exposure to specialized/escalated support functions (e.g., billing, technical escalations, fraud, legal/compliance, executive relations).
- Demonstrated experience working with omnichannel contact center platforms (e.g., Genesys, NICE inContact, Cisco, Amazon Connect, Zendesk, Salesforce Service Cloud).
- Proven, hands-on experience with business requirements gathering, process mapping, and workflow visualization tools (e.g., Lucidchart, Visio, Miro), including as-is/to-be documentation and gap analysis.
- Experience writing functional requirements, user stories, and acceptance criteria for technology, automation, or CRM teams.
- Ability to run structured stakeholder interviews and workshops to extract and document specialized/tacit process knowledge.
- High proficiency in data manipulation and modeling using SQL and advanced Microsoft Excel/Google Sheets.
- Hands-on experience developing reports and interactive dashboards in BI tools such as Tableau, Power BI, or Looker.
Preferred Skills:
- Prior experience with organizational consolidation, shared-services transitions, or Tier 1/Tier 2 capability build-out projects.
- Experience with skills-based routing design, knowledge management systems, or decision-support/guided-workflow tools.
- Familiarity with change management methodology and experience supporting workforce transition plans (reskilling, redeployment, training rollout).
- Knowledge of COPC (Customer Operations Performance Center) standards or Six Sigma / Lean methodology certification (Green Belt), particularly in process simplification.
- Prior experience working in high-volume consumer electronics, technology, telecom, or e-commerce contact centers.
Staffmark talent working with this client receive competitive compensation and a great benefits package!
Benefits Include:
- Medical
- Dental
- Vision
- 401k
- Paid Time Off, + more!
