Senior Process Analyst in Englewood, CO at WOW!

Date Posted: 8/27/2018

Job Snapshot

  • Employee Type:
  • Location:
    Englewood, CO
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
  • Job ID:

Job Description

Senior Process Analyst

The primary function of the Senior Process Analyst is to establish, monitor and implement consistent customer care, Sales and Technical Support processes and procedures for Residential and Commercial Sales and Service. This will include coordinating the implementation of new and changing Residential and Commercial processes with the Field, Marketing, Engineering and CCC internal teams including Training and QA.

Duties & Responsibilities:

Essential duties and responsibilities include but are not limited to those listed below:

* Work closely with appropriate care center management, field organizations, Marketing, NOC and CSO, to drive consistency and standardization of methods and practices within the customer care organization to optimize handle times, quality and contact rates.
* Assist in identifying, developing and implementing process documentation for all call types. Gathers and analyzes data as necessary from multiple sources in support of this effort.
* Coordinate with Content Development and Training to identify all areas for process or communication improvement using feedback.
* Work closely with Marketing and the Billing Ops team to implement major product initiatives and create all order entry and Business Rule processes to ensure a good employee and customer experience
* Conduct roundtables and employee surveys to determine improvements and best practices to improve the employee and customer experience
* Support the Field creating processes for local Affinity programs and all other local initiatives
* Support all Pricing, Packaging, and new Rate guarantee updates each fiscal year
* Work with Content Development team to create appropriate documentation for all initiatives including support tools, contribution to Training documentation and all Gooroo documentation
* Collect information for the purpose of developing guidelines and maintaining processes within the center both for ongoing business and during implementation of major product initiatives
* Establish troubleshooting tools for customer representatives to include service, sales, escalation procedures, etc. and work closely with center management in the implementation of these tools
* Support the Program Development Manager as appropriate given priority of initiatives and projects that could include having a basic understanding of Business Support processes and tools
* Perform other job-related duties as apparent or assigned by Manager


* Bachelor's degree from a four year college or university (preferably in a relevant business related field); 3-5 years related call center experience (including knowledge of all existing processes and procedures); or an equivalent combination of both education and experience
* Strong organization skills are required, with demonstrated ability to effectively handle multiple priorities and tasks
* Must possess excellent communication skills (both verbal and written)
* Must be able communicate effectively with employees both individually and in small groups and must be able to effectively communicate with all levels of employees
* Must be able to perform all mathematical functions related to the calculation of all call center metrics
* Must possess ability to perform complex mathematical functions
* Must possess the ability to solve complex operational issues, and recommend appropriate solutions
* Must possess strong computer skills, with proficiency in Microsoft Office (Word and Excel)
* Knowledge of a database application is strongly preferred
* Familiarity with in-house systems (such as ICOMS/USHA/Gooey) is essential

Physical Demands/Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
* Must be able to perform computer functions and operate routine office equipment
* Must be able to sit for extended periods of time
* Must be able to travel for business purposes on an occasional basis

WOW! is an Equal Opportunity Employer/Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity employer


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