Associate Process Improvement Analyst

The Process Improvement (PI) Associate is responsible for implementing business initiatives throughout, and in support of all Customer Operations teams.  All activities and initiatives will focus on specific business needs identified by PI Analysts and/or COPS leadership. They will work closely with leaders to review, analyze, and recommend changes in business processes (technology, systems, knowledge base, product, etc.) that drive positive results and customer satisfaction. The Process Improvement Associate will also perform random call/chat monitoring to identify opportunities for process improvements. They will analyze and trend data in order to present results to leadership, along with proposed changes for improvement. 

What you'll do:

• Partner with PI Analysts and leadership to implement key Customer Operations projects to improve processes, productivity, quality, and customer service standards
• Lead meetings; Create and deliver presentations to leaders in Customer Operations
• Review and evaluate customer interactions (phone/chat) for process improvement opportunities
• Conduct root cause analysis in support of opportunities to improve customer experience and satisfaction
• Create Salesforce Requirement documents that include detailed use cases and user stories for any change requests
• Perform UAT testing of change requests and ensure stakeholders have clear communication on roll out plans
• Maintain familiarity with product features and Customer Operations’ processes and resources across the customer lifecycle in order to appropriately identify gaps for improvement and propose appropriate steps for a solution as a Subject Matter Expert

Who you are:

• 1 years of experience within a call center environment; Constant Contact preferred
• Ability to work effectively in a team oriented, high demand and fast paced environment while maintaining a professional and positive manner
• Ability to maintain high level of confidentiality and work with highly sensitive data and information
• Demonstrated change management aptitude and ability; takes a proactive role to bring about change
• Demonstrated organizational, detail orientation, prioritization and time management skills to meet tight deadlines in an environment of frequent interruptions and competing priorities
• Analytical skills; must be able to gather data in various formats, identify meaningful conclusions and make solid recommendations which support the call center 
• Solid communication skills to clearly and concisely express ideas verbally and in writing and to effectively interact with various levels of management in a calm professional manner
• Ability to proactively develop and maintain solid business partnerships to ensure success in balancing the department and customer needs with the expectations of the organization and ensure needed business outcomes
• Solid understanding of internal tools and resources including Microsoft and GSuite required; proficiency with tables, graphs, formulas, rules, pivot tables preferred
• Experience with Salesforce, Five9, Verint, QeyMetrics, and Google Sites preferred