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Job Title: Continuous Improvement Analyst
Duration: 6+ months on W2
Location: (Houston, TX – hybrid)
Required Pay Scale: $29-31/hr on W2
*Due to client requirements this role is only open to USC or GC candidates*
The Continuous Improvement Analyst is responsible for the analysis and resolution of global issues and/or improvement opportunities affecting the Retention & Care, and Inbound Sales organization. In addition, the Continuous Improvement Analyst must monitor the effectiveness of business processes, conduct analysis, make recommendations, document processes, communicate those processes to the organization, and coordinate implementation for system and process improvements. The analyst must develop skills and knowledge to effectively address and resolve issues across multiple functional groups including, but not limited to, Information Technology, Back Office Operations (including invoicing, credit, collections, remittance processing, and service initiation), Consumer Operations, Marketing, Legal and Regulatory. Continuous Improvement Analysts also work extensively with teams external to Customer Care to implement all new products, services, new brands and lines of business for both the Acquisition and Retention Call Centers. These analysts also implement most new systems for call center, chat and email agents. In this role, the analyst ensures the external requesting areas achieve their business goals, while ensuring Call Center metrics and the customer experience are not adversely impacted (or are improved).
Essential Duties/Responsibilities:
Perform and document Customer Care impact assessments for business rule and process improvement changes driven from a variety of business units and departments.
Identify opportunities and document technical system and process requirements to improve operational efficiencies and customer service related global issues.
Create detailed business requirements or user stories including screen design and system rules to account for all scenarios / use cases and improve or do not negatively impact the customer experience and other Customer Care and Acquisition metrics.
Prepare and deliver business cases based on solid analysis and business intuition.
Provide analytical and technical support to Customer Care teams for analysis of internal business processes and system capabilities to improve accuracy and efficiency related to completion of global issues.
Create and execute test cases to ensure the new system functionality is implemented as designed and existing functions are not adversely impacted.
Gain cross functional support and approval for system and process changes from key stakeholders.
Prepare and deliver accurate communications to the Customer Care organization in support of implemented changes, including documenting agent processes, step actions, and scripting.
Coordinate with the Training group and develop and document training requirements, training materials and provide training as required for call center representatives, supervisors and management.
Work within the IT Change Management process to affect timely and complete implementation of system and process changes.
Own the outcome (success or failure) of the business process improvement and system enhancement implemented.
Act as a liaison between the Customer Care organization and other business units and departments.
Maintain close and ongoing relationships with internal customer facing groups as well as Back Office to affect timely response to customer issues.
Minimum Requirements:
Must have 1-2 years recent experience as BA
Must have actual experience writing business requirements and not just understanding them.
Process Improvement is a must. They need to know how to make things faster. Like getting clients info., payments, retaining clients, etc. (this has been main challenge)
Communication is a must. Must be confident and know how to speak up on team meetings. This team represents Customer Care so must have amazing communication skills.
The ideal candidate will have a broad range of experience within a number of functions including technology design and implementation, business process development, training and performance management, and work force management analysis.
Detailed requirements:
- writing to system user groups on new business rules, manual or system step actions to take, etc. The size of the group doesnt matter, but the quality has to be high as our BAs write training update communications to 1000 system users in 1/4 to 1/2 a page topic or documents;
- has experience writing/updating and sometimes creating new process step action documents describing all the steps to take both manually and/or verbally with customers, plus the system steps to take for the improved process;
- has experience writing detailed business requirements for system improvements (not leading groups to identify/learn/confirm requirements: I dont need a team leader, I have those already). I need the BRD writer); and
- has experience actually executing User Acceptance Testing themselves (not leading or monitoring the test teams).
Additional Knowledge, Skills and Abilities:
Ability to thrive in an environment that is developing and growing quickly
Excellent organizational, time management, project management, analytical, problem solving, communication, and verbal & written presentation skills.
Able to handle multiple tasks simultaneously; ability to deal with conflicting demands and prioritize tasks as needed
Ability to overcome major obstacles and recognize early when issues should be escalated
Strong work ethic.
Must be an effective team player; able to collaborate well on cross-functional teams.
High level of honesty and integrity.
Excellent grasp of project management lifecycle.
Excellent personal computer skills, including Word, Excel, PowerPoint & MS Teams are required.
Results oriented.
Strong leadership skills. Proactively look for and request leadership opportunities.
SAP CCS and/or agent interface skills preferred
About Matlen Silver
Experience Matters. Let your experience be driven by our experience. For more than 40 years, Matlen Silver has delivered solutions for complex talent and technology needs to Fortune 500 companies and industry leaders. Led by hard work, honesty, and a trusted team of experts, we can say that Matlen Silver technology has created a solutions experience and legacy of success that is the difference in the way the world works.
Matlen Silver is an Equal Opportunity Employer and considers all applicants for all positions without regard to race, color, religion, gender, national origin, age, sexual orientation, veteran status, the presence of a non-job-related medical condition or disability, or any other legally protected status.
If you are a person with a disability needing assistance with the application or at any point in the hiring process, please contact us at email and/or phone at: …@matlensilver.com // 908-###-####
