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Senior Process Analyst in Colorado Springs, CO at WOW!

Date Posted: 5/17/2019

Job Snapshot

Job Description

Senior Process Analyst


 


The Senior Process Analyst will establish, monitor and implement consistent processes and procedures for Customer Care, Centralized Support Operations (CSO), Sales, and Technical for Residential and Commercial support teams. This will include coordinating the implementation of new and changing Residential and Commercial processes with the Project Management Organization (PMO), Field Operations, Customer Care internal teams, and CSO internal teams including Training and Quality Assurance.



Duties & Responsibilities:



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




  • Work closely with appropriate Customer Care and CSO management, PMO, Field organizations, and Network Operations Center (NOC) to drive consistency and standardization of methods and practices within the Customer Care or CSO 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 and calculates and provides call center metrics

  • Coordinate with Content Development, Business Analytics, Training, and QA to identify all areas for process or communication improvement using live audit and other type feedback

  • Work closely with PMO, Marketing, and Billing Ops teams 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 Operations team in creating processes to align local initiatives with Customer Care and CSO processes

  • 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 knowledge base 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

  • Provide project support to the Program Development Manager



  • Other duties as assigned



Qualifications:



To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



Education


 



  • Bachelor's degree from a four year college or university (preferably in a relevant business related field);



Experience/Skills Needed:




  • Minimum 3 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 to communicate effectively with all levels of employees both individually and in small groups

  • Must possess ability to perform complex mathematical functions

  • Must possess the ability to solve complex operational issues, and recommend appropriate solutions



Computer Skills:




  • 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/Mobi) 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/Religion/Gender Identity employer

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