ACCO BRANDS CORP Business Improvement Analyst Salary in the United States

Support customer care leadership team in identifying, verifying, analyzing, and implementing process improvement and process re-engineering opportunities. 

Principle Duties, Responsibilities, and Authority

•    Define the most efficient processes for daily call center activity.
• Responsible for curriculum development, including but not limited to; assessment creation and application, phone acumen, program utilization, etc.
•    Measure current process performance and analyze root cause defects and develop targeted process improvement opportunities.
•    Facilitate training sessions on complex, advanced process improvement topics.
•    Facilitate active discussion, incorporating views that lead to comprehension, interpretations and application.
•    Demonstrates the necessary fundamental training concepts, including facilitation, instruction, and classroom management to ensure optimal learning and on-job application.
• Coaches and motivates employees to achieve optimal performance, providing feedback to leadership as needed.
• Assists Supervisor in monitoring of calls received by customer service representatives to ensure professional handling of Customer Service-related problems.
• Assists with day to day operation of the department.
•    Track, analyze and report center and agent performance.
•    May handle more complex or escalated issues as they arise.
•    Perform other duties and assignments as directed

Minimum Requirements: Knowledge, Skills, Abilities:

•    Bachelor’s degree or equivalent related work experience.
•    Previous management experience preferred.
• 2+ years training experience required.
• Good organization skills, detail-orientated and work well under pressure.
• Ability to multi-task and prioritize work.
•    Ability to communicate effectively to all levels of the organization.
•    Self-motivated and must excel in a minimally managed, high profile position.
•    Commitment to developing others and helping them to succeed is critical to success.
•    Quick learner.
• Strong working knowledge of PC/Computer and User Systems including but not limited to SAP, Microsoft Office preferred.