Innova - Process Analyst (Contact Centre & Back Office Processes) H/F/X

Description de l'entreprise

Founded in 1998 and headquartered in Atlanta, Georgia, Innova Solutions employs around 50,000 professionals worldwide and reports annual sales approaching $3 billion. Through our global distribution centres in North America, Asia and Europe, we provide our customers with strategic technology and business transformation solutions, enabling them to operate as leaders in their fields. Since the official acquisition of VOLT in September 2023, INNOVA has boosted its capacity to provide effective staffing solutions across a range of industries and skill areas, including IT & Telecoms, Digital Entertainment, Engineering, Finance and Life Sciences.

Description de la fonction

Process Analyst - servicing transformation project

A major Servicing Transformation Program is underway to enhance efficiency for employees and customers, increase customer self-service, and build future-proof operations. The program impacts Operations and Contact Centres and spans multiple Business and IT initiatives.
We are looking for an experienced Process Analyst to support a large-scale Service Centre reorganization project, focused on redesigning team structures and improving organizational effectiveness.

🎯 role purpose

As a Process Analyst, you will:

• Assess current processes across the Contact Centre, Middle Office, and Back Office
• Identify activities directly linked to client interaction
• Recommend a new team structure aligned with target activities, required skills, and operational needs

🛠 key responsibilities

• Prepare and facilitate workshops with cross-functional teams
• MAP, analyze, and redesign end-to-end operational and service processes
• Apply a data-driven approach to extract insights and support transformation decisions
• Create clear, structured documentation for stakeholders and senior leadership
• Present findings and recommendations to Senior Management
• Contribute to organizational design and support change management initiatives

💡 required competencies

• Strong workshop preparation & facilitation capabilities
• Expertise in process design / process re-engineering
• Analytical, data-driven mindset
• Excellent documentation and structuring skills
• Confident and clear communication with Senior Management
• Experience in organizational team structure design
• Background in Contact Centres, Operations, or financial services is an advantage

Compétences linguistiques

• Anglais (atout)

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• Français (atout)

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• Néérlandais (atout)

  • Comprendre : Expérimenté - (C1)
  • Écrire : Expérimenté - (C1)
  • Lire : Expérimenté - (C1)
  • Parler : Expérimenté - (C1)

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