Business Solutions Analyst

At Percepta, we bring first-class service across each market we support. As a remote Business Solutions Analys t, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You’ll Be Doing…

As a Business Solutions Analyst you will be responsible for collecting, mapping, and sharing business processes for Percepta’s operational programs. During mapping sessions, you will analyze processes as they are defined to identify process gaps or inconsistencies, ensuring the final product accurately represents the intended customer experience and enables appropriate agent training curriculum development.

During a Typical Day, You’ll

• Develop and maintain processes maps for all Percepta operational programs, ensuring seamless accessibility and version control
• Lead process mapping sessions as part of new or updated business solution designs, and ongoing maintenance of existing process maps
• Actively identify process gaps or inconsistencies, driving process designers to comprehensive and accurately documented processes accounting for all possible customer and support scenarios
• Maintain documentation of variances across programs and regions for like or similar products and customer experiences
• Maintain the level of business and technical knowledge required to effectively lead process mapping sessions that result in solutions that align to business goals and within established strategic and technical frameworks
• Take on special projects that leverage your strengths and support tactical or strategic business needs
  
  

What You Bring To The Role…

Education

• BA/BS or 6+ years equivalent experience required
• Business Solutions Certification (PMP, Six Sigma, solution architecture, program management, etc.) a plus
  
  

Experience

• 4 or more years of combined operations, business process, project management, and experience in the contact center outsourcing industry
• Demonstrated experience in business or technical writing
• Experience collaborating across cross functional teams
• BPO and automotive customer service experience preferred
  
  

Skills

• Advanced computer literacy with word processing software, spreadsheets, flowcharting applications, and project management software (MS Project, MS Office, Visio, Lucid Charts) required
• Excellent oral and written communication skills along with the ability to be influential with internal and external contacts
• Excellent time management skills and the ability to effectively multitask
• Strong organizational, analytical and problem-solving skills
• Demonstrates initiative and a high degree of professionalism
• Strong critical and strategic thinking skills
  
  

What You Can Expect

• Competitive Compensation
• Health/Dental/Vision/Life Insurance
• Vacation/Sick Time and Paid Holidays
• Tuition Reimbursement
• Employee Assistance Program
• Employee Discount Program
• Training and Development Programs (Percepta College)
• Employee Rewards Program (Perci Perks)
  
  

Established in 2000 as a joint venture with TTEC, Percepta specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support.

Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we:

• Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow.
• Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction.
• Leave it better – We take ownership and leave every process, person, and place better than we found it.
• Win together – We succeed as one—celebrating, supporting, and showing up for each other.
• Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out.
  
  

Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their unique way.

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