Business Process Innovation Analyst

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Requisition ID: 126574
Job Category: Operations
Location: United States-Florida-Plantation-WAH Backoffice
Posted Date: 11/16/2017 8:59:06 PM
Responsible for creating process maps and standard operating procedures of key client-related processes and initiatives, including but not limited to new client project implementations. Facilitate process and performance improvements for clients through analysis of call center performance and identifying and addressing areas of opportunity. Responsible for partnering with the client and call center employees and managers to capitalize on performance opportunities and initiatives through coaching, development, and training.
Job Functions
  • Provide analytic consulting support - 35% of the time
  • Monitor and highlight operational trends - 30% of the time
  • Analysis and share insights to improve operations, efficiency and customer support -  35% of the time
Key Job Responsibilities:


  • Responsible for ensuring client satisfaction through analyzing operations performance for assigned client and partnering with operations managers and trainers to recommend and implement improved processes through coaching, development, and training of staff.
  • Perform analysis of site level root cause issues to provide insight of possible areas of improvement, efficiencies, and methods of reaching requirements and goals. Develop reports to assist in identifying impact and root cause issues.  Proactively identify potential gaps in process and develop and recommend processes changes to address.  Assist in defining new processes and reporting for newly acquired work.
  • Develop process mapping documents and other related process documents for new client project implementations. Review, develop and recommend process standards and revise all Standard Operating Procedures and work instructions.
  • Identify, recommend and implement value adding, non-value adding and business value adding points including key process input/output variables to improve process effectiveness, efficiency and cost.
  • Maintain performance metrics to identify successes and opportunities and develop and implement action plans to address opportunity areas.
  • Responsible for facilitating knowledge sharing and consistency between client and sites through sharing of ideas, tools, strategies, and methodologies to improve performance and meet or exceed client expectations.
  • Participate on internal teams and in client groups and leadership meetings to communicate and share trends and performance statistics.
  • Maintain proactive communication between client, operations managers and representatives to assist in resolving issues and documenting process improvements and opportunities.
  • Present recommendations to implement improved processes through up-to-date knowledge of policies and procedures.
  • Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.
  • Perform other duties as assigned by management.

Technical/Functional Competencies  


Technical – Use standard software, hardware & technology of work unit = Proficient

Proficient personal computer skills, including Microsoft Office including Excel, Access, Power Point and Visual Basic.

Education and Experience


•High School Diploma or General Educational Development (GED) certificate or equivalent in relevant work experience. Bachelor’s Degree strongly preferred.
•2 or more years of business process analysis/process improvement experience required.
•Prior customer service experience in a contact center environment preferred.
•Customer Operations Performance Center (COPC) Coordinator and/or International Organization of Standardization 9001 (ISO 9001) certifications preferred.

•Experience in project and change management preferred.



Other Information


•Excellent customer service skills including needs assessment, meeting quality standards, and evaluation of customer satisfaction.
•Excellent interpersonal, written, and oral communication skills.
•Ability to prioritize and organize work in a multitasked environment.
•Ability to adapt to a flexible schedule.
•Ability to maintain the highest level of confidentiality.

Physical Environment


Lift up to 25 pounds


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