Business Analyst

Concentrix

Managua, Nicaragua
End-to-end process optimization
Enhance client performance
Reduce operational waste
The Business Analyst (LSS Black Belt) drives end-to-end process optimization across contact center and back-office programs to enhance client performance, reduce operational waste, and increase service delivery efficiency

Job Summary

  • The Business Analyst (LSS Black Belt) drives end-to-end process optimization across contact center and back-office programs to enhance client performance, reduce operational waste, and increase service delivery efficiency.
  • This role analyzes performance trends, identifies root causes affecting SLAs/Quality, and leads structured Lean Six Sigma initiatives across multiple accounts.
  • You will work closely with Operations, Workforce, Quality, Training, and Client Services to deliver measurable improvement in AHT, quality, CSAT, utilization, attrition, and cost per contact—while maintaining alignment with contractual obligations and client expectations.

Matching Summary

The Business Analyst (LSS Black Belt) drives end-to-end process optimization across contact center and back-office programs to enhance client performance, reduce operational waste, and increase service delivery efficiency.

Skills & Requirements

Must-have

  • end-to-end process optimization
  • enhance client performance
  • reduce operational waste
  • increase service delivery efficiency
  • analyze performance trends
  • identify root causes affecting SLAs/Quality
  • lead structured Lean Six Sigma initiatives

Nice-to-have

  • work closely with Operations
  • maintain alignment with contractual obligations
  • client expectations

Key Requirements

  • LSS Black Belt certification
  • Experience in process optimization
  • Experience in Lean Six Sigma

Work Rights

Not specified

Tailored Resume

Cover Letter