Process Implementation Analyst

Transcom Worldwide Philippines Inc

Mandaluyong City, Philippines

Last shared 218 days ago

Job Details


1 - 2 years

Employment Type


Employer Job ID

Not Mentioned

Industry Sector

Functional Area

BPO/ KPO Customer Service
Job Description

You will be responsible for the process management and refinement of end-to-end processes across the UK Telco Consumer

Essential Duties & Responsibilities:
  • Responsible for effecting change with suppliers/carriers, customers and internal departments where needed to implement improvements.
  • Manage, update and improve existing processes by reflecting changes in business practices or requirements.
  • Identify and initiate process improvement opportunities across the consumer technical support.
  • Define, develop and deliver improvement opportunities independently
  • Prepare and deliver presentations, workshops & road shows to obtain successful buy-in from relevant stakeholders and departments.
  • POC for the business for technical queries, relating to Technical Support Process.

Additional Specific Duties & Responsibilities:
  • Delivering process implementation including automation within Solvatio the design studio for a BPMN system called Pathfinder. Ensuring we deliver a better agent and customer experience, resulting in sign off and deployment. Delivering measurable operational and financial benefits to the business.

Job Specifications (Qualifications, Skills and Experience)

Educational Background:

  • University degree or equivalent higher qualification

Skills Requirements:

Must Have:

  • Experience of Process & Continuous Improvement.
  • Java experience of one year and above.
  •  A good working knowledge of Technical Support within the Telecoms sector, support Voice, Broadband and TV Services.
  • Good communication skills written and oral to provide accurate analysis and conclusions on complex issues.
Great to Have:
  • BPMN 2.0 notation (nice to have)
  • Six Sigma Qualified
  • Able to comfortable present in front of an audience.
  • Ability to effectively liaise with internal team members
  • ARIS / Enterprise Architect BPM experience

Organizational Structure:
  • Process Implementation Analyst reports to Process Lead
  • Process Lead reports to Process Improvement Manager
  • Process Improvement Manager reports to Head of Repair
Company Description
Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers.

We have 30,000 customer experience specialists spread out at 70 contact centers across 28 countries, delivering services in 33 languages (including Filipino) to over 350 international brands in various industry verticals.

Transcom is a global employer in an industry that depends upon strong, resourceful, talented people. We are where your customers are.

Whether onshore, offshore or near shore, we are uniquely focused on delivering outstanding customer experiences, driving satisfaction, brand loyalty and additional sales while also adding insights and value to our clients’ business operations.

Transcom has been in the Philippines since 2007. We currently have facilities located in Pasig, Mandaluyong, Iloilo and Bacolod.


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