Lead Process Analyst

1 week ago

Riyadh, Ar Riyāḑ, Saudi Arabia tabby Full time

As the Lead Process Analyst, you will oversee a team of 2-3 Process Analysts, driving the optimization and standardization of customer and partner support operations. Your role will be critical in ensuring the team delivers high-quality process improvements that enhance customer satisfaction and operational efficiency. You will act as a bridge between your team and cross-functional stakeholders, including customer support agents, ops-managers, Training team, Product, and other departments.

A strong background in customer support is a critical requirement for this role, as you will leverage your expertise to guide your team in analyzing, designing, and implementing processes that directly impact customer experience. Your leadership will ensure the team maintains a customer-centric approach while aligning with organizational goals.

Responsibilities:
  • Manage and mentor a team of 2-3 Tools and Process Analysts, providing guidance and support to ensure high performance and professional growth.
  • Foster a culture of continuous improvement and customer-centricity within the team.
Process Optimization:
  • Oversee the analysis of existing customer support processes to identify inefficiencies, bottlenecks, and areas for improvement.
  • Leverage your deep understanding of customer support best practices to guide the team in designing processes that improve customer satisfaction and resolve pain points.
Formalized Workflow Documentation:
  • Lead the creation and maintenance of formalized workflow procedures, including step-by-step instructions and contextual data, to guide customer support agents in using CRM tools effectively.
  • Ensure procedures are clear, actionable, and tailored to the specific needs of agents, enabling them to resolve customer issues efficiently and consistently.
  • Regularly update workflows to reflect changes in CRM tools, product updates, or evolving customer needs.
Cross-Functional Collaboration:
  • Work closely with customer support agents, managers, Training, Product, and other stakeholders to gather feedback and align process improvements with organizational goals.
  • Represent the team in discussions with Product to contribute to CRM tool development and ensure the tool aligns with customer support requirements.
Qualifications:
  • Education: Bachelor's degree in Math, Engineering, Software Development, Business Administration, Operations Management, or a related field. Relevant certifications or additional qualifications are a plus.
Experience:
  • Proven experience in customer support operations, with a deep understanding of customer service principles, problem-solving techniques, and conflict resolution.
  • Prior experience as a process analyst, business analyst, or similar role, preferably in a customer support or service environment.
  • Demonstrated leadership experience, with the ability to manage and mentor a team effectively.
Technical Skills:
  • Familiarity with customer support systems and tools (e.g., CRM software, ticketing systems).
  • Proficient in process modeling techniques and tools (e.g., BPMN, flowcharts, process mapping).
  • Strong analytical skills with the ability to gather and interpret data, identify patterns, and provide actionable insights.
Soft Skills:
  • Excellent communication and collaboration skills to work effectively with cross-functional teams and stakeholders.
  • Detail-oriented mindset with the ability to critically evaluate and improve processes for efficiency and effectiveness.
  • Strong project management skills, including the ability to prioritize tasks, manage timelines, and drive projects to completion.
#J-18808-Ljbffr

  • Business Process Analyst Lead

    1 week ago

    Riyadh, Ar Riyāḑ, Saudi Arabia beBee Careers Full time

    Job DescriptionWe are seeking a highly skilled Business Process Analyst Lead to join our team. In this role, you will be responsible for facilitating the implementation of SAP Solutions to enhance clients' business functionality and overall performance.You will maintain a high degree of customer satisfaction by leading the business analysis process and...

  • Process Analyst

    3 weeks ago

    Riyadh, Ar Riyāḑ, Saudi Arabia tabby Full time

    Process Analyst (Customer Support) tabbyQualifications:Bachelor of Technology/Engineering, Bachelor of Business Administration(Management), Bachelor of Arts(Maths)Nationality: Any NationalityVacancy: 1 VacancyJob Description:As a Process Analyst, you will play a key role in optimizing and standardizing customer and partner support operations. Your work will...

  • Business Process Analyst

    1 week ago

    Riyadh, Ar Riyāḑ, Saudi Arabia beBee Careers Full time

    Pursue a challenging role as a Business Process Analyst in finance operations, where you will lead process discovery and requirement gathering for an AI-driven automation project. Key responsibilities include collaborating with local finance teams to capture current workflows, design future-state processes, and identify areas for optimization using business...

  • Business Process Analyst

    1 week ago

    Riyadh, Ar Riyāḑ, Saudi Arabia beBee Careers Full time

    Mid-Senior Level Business Analyst PositionJoin us in this challenging role where you will be working closely with various stakeholders to drive business success through process improvement and strategic planning.Responsibilities:Drive business process improvement initiatives across the organization.Work closely with IT teams to develop functional and...

  • Business Analyst for Process Optimization

    7 days ago

    Riyadh, Ar Riyāḑ, Saudi Arabia beBee Careers Full time

    Job DescriptionWe are seeking an experienced Business Analyst to lead our RPA project team in identifying and implementing process automation opportunities.The ideal candidate will have a strong understanding of business process mapping and optimization, as well as excellent communication and stakeholder management skills.This role involves collaborating...

  • Business Process Analyst

    1 week ago

    Riyadh, Ar Riyāḑ, Saudi Arabia beBee Careers Full time

    Key ResponsibilitiesThe Business Process Analyst - Sales will collaborate with clients to understand their business process management, risk & compliance management, and enterprise architecture management needs.This involves staying informed about industry trends, tools, and methods related to business process analysis & modelling, process mining, internal...

  • Logistics Process Analyst

    5 days ago

    Riyadh, Ar Riyāḑ, Saudi Arabia beBee Careers Full time

    Job SummaryWe are seeking a logistics process analyst to join our team. The successful candidate will be responsible for analyzing data, developing process improvements, and communicating with cross-functional teams. Strong analytical, planning, and communication skills are required, along with experience in managing transportation functions.Key...

  • Business Process Analyst

    2 weeks ago

    Riyadh, Ar Riyāḑ, Saudi Arabia beBee Careers Full time

    About the PositionThis is an exciting opportunity for a Business Process Analyst to join our team. We are looking for someone with extensive experience in SAP S/4 HANA Supply Chain Management – MM, IM & P2P and strong analytical skills.ResponsibilitiesThe consultant will assist/manage client independently from requirement gathering to solution delivery and...

  • Business Process Analyst

    2 days ago

    Riyadh, Ar Riyāḑ, Saudi Arabia Müller's Solutions Full time

    Müller's Solutions, a renowned tech consulting firm specializing in Technology consulting, Managed Services, SAP implementation & Support, and Global Tech Recruitment, is currently seeking a skilled Business Process Analyst with expertise in I server to join our team. With offices located in Germany, Saudi Arabia, United Arab Emirates, and Egypt, Müller's...

  • Business Process Analyst

    1 week ago

    Riyadh, Ar Riyāḑ, Saudi Arabia beBee Careers Full time

    Job Summary:We are seeking a skilled Business Process Analyst to join our team. As a key member of our organization, you will be responsible for defining, designing, and optimizing business processes.The ideal candidate will have experience in business process analysis, design, and optimization. You will work closely with stakeholders to understand their...