Senior Business Process Optimization Analyst, Contact Center Operations

Job description

Responsible for leading technology‑enabled process improvement initiatives that enhance operational performance, reduce costs, and improve service delivery. Works independently to analyze complex, system‑driven workflows, identify root causes of inefficiencies across people, process, and technology, and implement scalable, sustainable solutions. Serves as a mentor to junior analysts and a key contributor to cross‑functional digital transformation and process modernization efforts. Function as a primary liaison representing Contact Center Operations when engaging with NFCU technology partners and vendors regarding enterprise system optimizations. - Lead end‑to‑end, technology‑enabled process improvement initiatives with cross‑functional impact, applying DMAIC principles to reduce waste, optimize system utilization, and improve process performance - Analyze current‑state and future‑state workflows across integrated systems, platforms, and tools to identify opportunities for automation, simplification, and digitization - Define value metrics and success criteria, validating outcomes against expected operational, financial, and technology benefits - Conduct advanced data analysis using...