BPO y TPO Analyst – Digital Channels & Sales

Por favor, solo deben postularse las personas que cumplan con los requisitos o perfiles descritos en esta oferta de empleo. We are looking to augment our team in a short-term capacity engagement of 6 months. An advanced level of English is required1. BPO Analyst – Digital Solutions & Customer Journeys The BPO Analyst will support the BPO Lead in designing, documenting, and optimizing customer journeys across digital sales and care touchpoints. The role is focused on developing solutions that meet business objectives — such as increasing conversions, reducing cost-to-serve, and improving customer satisfaction — by aligning process design with digital best practices and automation enablers.Key Responsibilities: - Partner with the BPO Lead and business stakeholders to translate commercial goals into digital journey designs.- Develop end-to-end process maps and solution flows that optimize sales and support experiences.- Identify opportunities to improve conversion, reduce friction, and simplify digital interactions.- Collaborate with Product, IT, and Care teams to ensure solution feasibility and alignment with business priorities.- Support the design and implementation of digital-assisted and self-service processes across website and app.Qualifications: - Bachelor’s degree in Business, Operations, or Telecommunications.- 3+ years of experience in process design, CX, or business transformation in telecom or digital environments.- Strong analytical and problem-solving skills with a focus on customer journey improvement.- Familiarity with automation tools, order management systems, and digital CX frameworks.- Proficiency in Jira, Confluence, and Figma.2. TPO Analyst – Digital Technical Operations & Enablers The TPO Analyst will support the TPO Lead in managing third-party integrations, digital enablers, and technical solutions that power the company’s online sales, payment systems, and omnichannel capabilities. This role focuses on ensuring that external and internal technical partners deliver secure, scalable, and efficient digital solutions aligned with telecom operations.Key Responsibilities: - Assist the TPO Lead in coordinating with vendors for platform integrations (e.g., eSIM, Braintree, Aria, CRM APIs).- Support analysis and validation of system enablers that impact online sales and customer journeys.- Track performance, SLAs, and technical health of integrated third-party services.- Contribute to technical requirement documentation and UAT for partner-driven features.- Collaborate with architecture, product, and engineering teams on enhancements and issue resolution.Qualifications: - Bachelor’s degree in Information Systems, Engineering, or related field.- 2+ years in digital or telecom technical operations.- Strong understanding of APIs, system integrations, and third-party enablers.- Familiarity with Agile environments and digital delivery processes.- Proficiency in Jira, Confluence, and Figma. Interesados, por favor, compartir su CV al E-mail: talentandgrowth@igorocket.com