Process modelling for deployment of BPM Workflow tools like Pega, Lombardi, SAP etc.
Map processes to detailed level 5 activity level. Analyze activity and cycle times defined in process.
Define data elements and applications used in each activity, drawing on a defined data architecture catalogue
Study processes identifying issues and optimization opportunities within each process. Define business rules used in each process. Analyze activity and cycle times, build simulation model reconciling to FTE resources for each process. Define current service times related to cycle times
Develop first level manual user interface and business rules and how this will work with the data sources from each application. Learn and build initial user interface in the workflow.
Define new processes, to be maps, Create compelling future state process models, recommendations, solutions, business cases, documentation and simulations
Conduct business and process analysis of quantitative and qualitative inputs
Analyzing activities to define the resource utilization for each process
Define initial user interface and business requirements documentation.
College degree or equivalent preferred (specific work experience is highly preferred)
1 -2 years of professional experience in business process analysis, BPM Process Modelling experience and solution development
1- 2 years experience in Contact Center / BPO management role or Contact Center Consulting experience. Overall minimum experience of 6-7 yrs.
2-4 years of experience in quality i.e. lean or six sigma will also be a preferred option for this profile. Candidate should have experience in business processes mapping and designing of new processes.
Excellent verbal and written communication skills
Strong analytical skills
Advanced proficiency and knowledge of MS Office suite of products, including Outlook, Excel, Word and PowerPoint
Must be willing to work a flexible schedule based on client and project needs