Alorica Business Analyst in Plano, Texas

  • Job Summary*

Responsible for monitoring, analyzing, and improving processes that directly impact the delivery of IT or Agent services to Alorica business partners. Scope will include both onshore and offshore delivery sites as well as internal and external business partners.

  • Job Functions*

  • Analyze IT and service delivery processes and procedures from a site/client perspective

o Identify opportunities from various sources

  • Observations

  • Operations/client feedback

  • Industry trends

o Work with stakeholders to clearly document as-is and to-be processes

o Ensure buy-in for change management

  • Communicate with Sr business leaders on objectives and progress

o Develop implementation timelines in partnership with Operations teams

o Monitor results

o Hand off to process owners

  • Work with IT Service lines on change initiatives related to the introduction of new technologies where necessary

  • Participate in related global initiatives – either internal or client initiated

o Projects may not be directly related to Agent optimization

o Similar review/analysis methodologies may be required for additional

  • Key Job Responsibilities*

  • Review/analysis of procedures and processes related to the delivery of IT/Agent services with a goal to improve the delivery and execution of IT/Agent services – improving efficiency and reducing costs

  • Partner with senior Operations stakeholders to ensure internal and client needs are being met/exceeded in a timely manner

  • Manage change initiatives in cooperation with Operations leadership to ensure smooth transitions to new processes

  • Encourage an environment of continuous improvement

  • Promote cooperation and efficiency between Operational functional groups (client and site)

  • Provide input on strategic direction and initiatives of Alorica Operations

  • Leverage improvement initiatives across other functional groups

  • Other Related Duties*

  • Participate in the design, rollout, and implementation of global process improvement initiatives as necessary, either for IT or Operations

  • Support departmental initiatives as necessary

  • Job Requirements*

  • Minimum Education and Experience:*

  • University Degree in Computer Science or Organizational Behavior or equivalent

  • Minimum of 1 year experience in a related field

Knowledge, Skills and Abilities:

  • Project Management experience

  • Six Sigma or PMP preferred

  • High proficiency in verbal and written communications

  • Ability to present ideas clearly to audiences of varying knowledge levels

Working Conditions:

  • Work Environment/: /*

  • Work from home or corporate office – constant

  • Travel to domestic and international locations - frequent

  • Physical Demands*

  • Ability to sit for long periods of time