Business Operations Analyst

Remote, JM


Business Operations Analyst


At Continuum, we embrace the unique needs of each client to provide world-class customer support services. Our right sourcing approach allows us to unify the best combination of our global network of brick-and-mortar centers, on-premises centers, plug-and-play solutions, and our ready@home agents to deliver maximum efficiency and client value. We then leverage the best voice, chat, email, social media, and AI technologies available to offer unmatched security, flexibility, and scalability.


Reporting to the VP Telecom Operations, the Business Operations Analyst will review operations and use quantitative and qualitative data to develop recommendations and changes to enhance overall efficiencies. You'll inspect workflows and processes, review business intelligence reports, and listen to leader and team member feedback to create strategies and programs that strengthen operations. You'll present policies, programs and business structure ideas to the leadership team and seek feedback regarding the viability of the proposals.  You'll thereafter collaborate with leaders and support functions like Human Resources to drive change management and adoption of new initiatives. 



· Designing and creating specifications as requested by the management team using data provided by Business Intelligence team

· Collaborating with managers to effectively document business processes using current data

· Ensuring that the appropriate infrastructure elements, such as documents, policy documents, manuals, periodicals, etc., are up to date and readily available and collaborating with various support teams and leaders.

· Assist in the creation and development of functional processes for improving performances, quality, external interfaces, and constraints

· Checking and analyzing derived requirements that meet the client requests

· Managing requirements of the business and making sure that they are stored in automated systems, SharePoint, etc.

· Recording, and making reports on the requirements that are in the rational tool suite

· Identify and execute traceability and recording the status of the requirements through the course of various projects

· Monitoring the changes in client baseline requirements through effective application of change control processes and tools

· Contributing to the development of test plans and test scripts as well as performing test execution as required



· A bachelor’s degree in business or related field.

· A minimum of 3 years of experience in business analysis or a related field.

· Exceptional analytical and conceptual thinking skills.

· The ability to influence stakeholders and work closely with them to determine acceptable solutions.

· Advanced technical skills.

· Excellent documentation skills.

· Fundamental analytical and conceptual thinking skills.

· Experience creating detailed reports and giving presentations.

· Competency in Microsoft applications including Word, Excel, and Outlook.

· A track record of following through on commitments.

· Excellent planning, organizational, and time management skills.

About Continuum Global Solutions, LLC
Continuum Global Solutions’ customer care services and call centers have been embraced by top companies worldwide. The company's Fortune-500 clients rely on its vast expertise in customer care management. Continuum Global Solutions leverages world class voice, chat, email, and social technologies. Continuum has more than 16,000 employees in major international markets and serves tier-1 clients across multiple industry verticals. More information can be found at

Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation,disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws.