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BPO Solutions Architect
iQor
Remote, IND
Full-time
Senior · 8+ years experience
Remote
Discovered 3 weeks ago
process mapping tools
Free
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Role Overview
We are looking for a Solution Architect to join our BPO solutions team. This role is responsible for analyzing client requirements, designing tailored process solutions, and collaborating with operations, technology, and commercial teams to deliver proposals that meet client objectives and business goals. The ideal candidate will have strong analytical skills, a customer-focused mindset, and a solid understanding of BPO operations across industries.
Key Skills for This Role
process mapping tools
Full Job Posting
Position Overview
We are looking for a Solution Architect to join our BPO solutions team. This role is responsible for analyzing client requirements, designing tailored process solutions, and collaborating with operations, technology, and commercial teams to deliver proposals that meet client objectives and business goals. The ideal candidate will have strong analytical skills, a customer-focused mindset, and a solid understanding of BPO operations across industries.
1. Solution Analysis & Design
Work with Existing / New business teams to leverage existing resources to understand Key customer friction points.
Work with IT / Third party Engineering team to create solution designs to reduce identified friction points.
Gather and assess operational, technological, and commercial inputs to create optimal BPO delivery models .
Create and Maintain Excellence portal that would showcase business wise solutioning and outcomes.
2. Data & Process Evaluation
· Evaluate historical data, call volumes, transaction types, process complexity, and channel mix to determine effort estimates and resource requirements.
· Analyze BPO KPIs such as AHT, FCR, CSAT, NPS / pNPS, CES, SLA, transfer rate, repeat contacts, QA score, occupancy, shrinkage, attrition, and cost per contact.
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