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.

With renowned brands and exceptional customer satisfaction, they're empowering consumers through an advanced platform that blends innovative energy services and control with home automation, smart devices, and security. Elevate your career by joining our dynamic and forward-thinking team today!

Summary:

The Continuous Improvement Analyst is responsible for analyzing and resolving global issues and/or improvement opportunities affecting the customer service and sales teams. 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. 

Continuous Improvement Analysts also work extensively with Customer Care to implement all new products, services, new brands and lines of business for both the customer care 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.

Minimum Requirements:

• Undergraduate degree from an accredited four-year college or university is preferred however, significant relevant work experience may commensurate.
• 6-12 months 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.

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.