Key skills
CommunicationPresentation Skills
About this role
Role Overview
- Leading and facilitating E2E process mapping workshops with stakeholders and agents
- Producing BPMN process maps covering swim lanes, hand-offs, rework loops, VA vs. NVA activity, and processing times
- Interrogating operational data in Excel and turning it into clear findings and recommendations
- Building and presenting polished PowerPoint decks to senior client stakeholders
- Conducting interviews with frontline agents to surface root causes and improvement opportunities
- Reviewing SOPs and assessing agent adherence to procedure
Requirements
- Strong command of process mapping methodology (BPMN, swim lanes, hand-offs, rework, VA/NVA, processing times)
- Advanced Excel-based data analysis skills
- Confident, senior-stakeholder-ready presentation skills
- Excellent interviewing and communication skills
- Working knowledge of core OpEx tools: process mapping, quality management, capacity planning, skills matrix, TBPS, KPIs
- Fluent Dutch (spoken and written)
- Immediate availability is a strong plus