Job Description

Our client operates at the crossroads of energy and home services, fueled by the vision of a smarter, cleaner future. Committed to developing groundbreaking solutions, they aim to streamline their customers’ lives by providing energy, protection, and smart services for their homes and businesses.

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 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.

Responsibilities

• Analyze business processes to identify inefficiencies and improvement opportunities.
• Perform Customer Care impact assessments for business rule and process changes.
• Develop and present business cases with data-driven recommendations.
• Coordinate with cross-functional stakeholders to gain support for process changes.
• Partner with IT through the Change Management process to implement system updates.
• Prepare detailed business requirements, user stories, and functional design documentation.
• Conduct testing and validation of system/process changes prior to rollout.
• Document and communicate end-user processes, procedures, and scripting.
• Coordinate with Training teams to support new process rollouts for Customer Care staff.
• Deliver clear communications and updates to Customer Care representatives, supervisors, and management.
• Manage small to mid-sized change initiatives affecting Customer Care operations.

Requirements

• Bachelor’s degree preferred; equivalent relevant experience considered.
• 2+ years of experience in a call center or consumer services environment.
• Strong problem-solving, organizational, and time management skills.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Knowledge of process improvement, workflow design, and implementation.
• Experience with IT change management, business requirements, and testing.
• Strong MS Office skills (Excel, Word, PowerPoint).
• Excellent written and verbal communication skills.
• Collaborative team player with strong relationship-building skills.
• Familiarity with project management lifecycle and agile methodology.
• Occasional travel, overtime, and after-hours work may be required for project testing or implementation.
• Reliable internet service required for hybrid/remote work.