CORP - Continuous Improvement Analyst

• Remote / Hybrid (3 days a week)
• Monday- Friday 8am-5pm

• Perform and document Customer Care impact assessments for business rule and process improvement changes driven from a variety of business units and departments
• Identify and document process improvement opportunities that result in operational efficiencies and/or increased customer service
• Prepare and deliver business cases based on solid analysis and business intuition
• Gain cross functional support and approval for system and process changes from key stakeholders
• Work within the IT Change Management process to affect timely and complete implementation of system and process changes
• Manage small to mid-size changes into the Customer Care organization through coordination with key business and information technology teams
• Prepare quality business requirements or user stories, and functional design documentation for requested changes
• Perform and document testing for system and processes changes
• Document end user processes, step actions, and scripting in support of all implemented changes
• Prepare and deliver accurate communications to the Customer Care organization in support of implemented changes
• Coordinate with the Training group to deliver training to all Customer Care Representatives (CCRs), Supervisors and Management, as applicable
• Act as a liaison between the Customer Care organization and other business units and departments

• Ability to thrive in an environment that is developing and growing quickly, especially in the technical field
• Excellent problem-solving, organizational and time management 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 and collaborative team player
• High level of honesty and integrity
• Excellent communications skills, both written and verbal
• Excellent grasp of project management lifecycle and agile methodology
• Strong MS-Office (Word, Excel, PowerPoint) skills
• Results oriented
• Strong leadership skill

• Over 2 years of experience in a call center or consumer services setting.
• The ideal candidate will have a broad range of experience within several functions including technology design, flow design and implementation, business process development, training and performance management, and work force management analysis
• Some project management, leadership and relationship skills are preferred

• Undergraduate degree from accredited four-year college or university is preferred however, relevant work experience may commensurate

• Occasionally requires lifting as appropriate to perform duties and responsibilities

• This position is hybrid but may require occasional travel to the office outside of your scheduled in office days especially as special projects arise.
• The candidate may be required to occasionally work more than 40 hours in a week and outside of traditional business hours to complete project testing, data validation, and implementation
• Reliable internet service is required

• Comprehensive medical benefits
• Competitive pay, 401(k)
• Retirement plan
• …and much more!

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