Job Description

Continuous Improvement/Business Analyst

Location: Houston, TX 77002 Hybrid, in office 4 days/week

Contract Duration: currently approved for 12 months (possible extension to a maximum of 18 months). Potential to convert after 6 months.

Pay Range: $43.92-$47.30 per hour

Job Summary:

• 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.

Working Conditions:

• 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.

• Travel (minimal as special projects arise)

Minimum Requirements:

• Undergraduate degree from an accredited four-year college or university is preferred however, significant relevant work experience may commensurate.
• Over 2 years of experience in a call center or consumer services setting. 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.
• Strong project management skills and experience as well as relationship sales skills are preferred.
• Salesforce Sales Cloud experience is REQUIRED.

Preferred Qualifications:

• MBA or relevant graduate degree preferred.

• PMP Certification or Certified ScrumMaster designation preferred.

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.

MUST HAVES – (candidates need to have at least 3 of the 4 items outlined below)

1. Experience writing announcements to call center agents: communicating in writing to system user groups on new business rules, manual or system step actions to take, etc. The size of the group doesn’t matter, but the quality has to be high as our BAs write training update communications to 1200 system users in 1/4 to 1/2 a page “topic” or documents;

2. Experience editing (and sometimes creating new) process step action documents that cover all the steps agents need to take, both manually and/or verbally, with customers; plus the steps to take in the system after the improved process is implemented.

3. Experience writing detailed business requirements for system improvements (not leading groups to identify/learn/confirm requirements). We don’t need a team lead, Project Manager or Scrum Master, we have those already). We need the person that will work with those individuals and be responsible for writing/capturing the business requirements / user story; and

4. Experience actually executing User Acceptance Testing themselves (not leading or monitoring the test teams), determining pass/fail for each test case and validating the production environment is working as designed when the project launches.

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