Contact Center Process Control Senior Specialist

In the story of Snappfood, we believe in creating value that goes beyond the ordinary. We are willing to establish innovative tendencies and are eager to have you on our team to help us get through our business challenges with creativity, intelligence, and agility.
We are waiting for you to continue this story.

Responsibilities:

• Identify, map, and document end-to-end contact center policies & processes using BPMN 2.0 or similar standards.

• Maintain centralized process documentation (Confluence, Wiki, LMS) aligned with business goals and compliance.

• Analyze workflows to identify inefficiencies, pain points, and automation opportunities.

• Apply tools like VSM, RCA, and process mining to diagnose and improve processes.

• Design and propose process enhancements, including RPA and AI-based solutions.

• Support change management with effective communication and training plans for stakeholders.

• Collaborate with ICT, Backend, BI, and QA teams to deploy new tools and integrations.

• Define KPIs, monitor performance, and conduct audits to ensure SOP compliance.

• Report audit findings with actionable recommendations for continuous improvement.

• Partner with VOC, QA, Training, and frontline teams to integrate feedback and drive process excellence.

Requirements:

• Bachelor’s degree in Industrial Engineering, Business, Management, or related fields.

• Strong knowledge of BPMN tools (Bizagi, Visio, Lucidchart, Draw.io).

• Familiarity with Lean/Six Sigma, RPA/AI, and CRM systems.

• Strong analytical, problem-solving, and communication skills.

• Ability to work collaboratively, with attention to detail and a customer-first mindset.

• Minimum 2 years of experience in process management/operations (preferably in contact center or service industries).

Benefits: 

• Vouchers for Vacations, Gym, Therapy Sessions, Internet Costs

• Complementary Insurance

• Educational platform of advanced courses

• Snappfood’s Discount codes

• Loans