Business Process Owner

Kforce has a client that is seeking a Business Process Owner in Plano, TX. Overview: As a Business Process Services Owner, you will plan, direct, and coordinate activities for complex processes, focusing on the integration and optimization of advanced and modernized contact center technologies. This includes defining problems, evaluating requirements and designing, testing, and implementing business processes that leverage cutting-edge technological capabilities, including those that enable automation. You will gain a deep understanding of process operating objectives, business rules, performance requirements, risks, and controls, as well as the interactions between dependent processes to minimize failures, eliminate redundancies, and control process performance for efficient and effective design and execution. You will support the alignment of processes with the overall customer experience strategy and vision. You will develop and implement strategic customer-specific business process program plans that align with enterprise strategy and influence appropriate roadmaps. You will apply expert knowledge of the business to lead the alignment and development of business deliverable processes and capabilities to materially change and improve business performance. As a functional expert, you will bring diverse perspectives to leverage multiple ways of thinking while developing end-user-focused process solutions. You will manage process performance by developing control limits, monitoring key performance indicators (KPIs), and informing stakeholders of any deficiencies, improvements, operational risks, or issues. You will drive collaborative efforts to ensure processes deliver against requirements.

• Bachelor's degree; Or 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of a degree (10 years of experience in lieu of a Bachelor's degree)
• 6 years of business process execution/knowledge/experience, consulting, and/or process engineering/optimization
• Experience in successfully applying quality management, process improvement, and problem-solving tools and methodologies
• Experience in implementing and sustaining change/improvements (change champion)
• Hands-on experience with Process Mapping and Modeling and creating and validating process documentation
• Experience in the application of process management standards and policies, and knowledge of applicable regulations and risk management practices
• Demonstrated experience with Lean, Business Process Management, or similar methodology
• Demonstrated experience with utilizing various systems to collect and analyze data
• Experience in contact center technologies, including platforms that manage, track, and optimize customer interactions across various channels