The Process Optimization Customer Support Center Analyst will be responsible for designing, implementing, and sustaining process improvements within Company's Customer Support Center Operations. He/She will be focused on driving a continuous improvement culture that eliminates re-work, provides cost savings, and drives increases in Customer Satisfaction. Based on departmental prioritization, the Process Optimization Customer Support Center Analyst will manage high value improvement efforts in functional disciplines, and across product processes and tools in support of business strategic, customer experience and operational plans. He/She will drive improvement projects utilizing appropriate key Customer Support Center technologies and platforms including IVR, Intelligent Routing, CTI, Web Chat, Scripting, Online Support, Knowledgebase, Collaborative Browsing, Diagnostics , Virtual Hold, Voice-to-Text, and Predictive Dialing.

Job Description:

The Process Optimization Customer Support Center Analyst will perform all or some of the following Job description:

• Collaboratively work with Customer Support Center Management, Operations SMEs, and IT to understand all relevant business processes and policies regarding support center /telecom applications projects and recommend and/or provide timely solutions to drive efficiencies

• Execute improvement projects following the Six Sigma DMAIIC framework: Define, Measure, Analyze, Improve, Implement, and Control

• Gather and analyze business requirements

• Create detailed documentation developed by defining scope and objectives through research, analysis and thorough understanding of business systems and operations

• Plan project deliverables and track development. Compilation and analysis of key IT contact center data. Validation of KPIs before delivery

• Prepare business cases and execute proposals gather requirements, prepare technical specifications (call flows), testing and delivery plans, and act as liaison between regions and corporate call routing team

• Deliver projects on-time, within-budget and with expected results

• Analyze, manage testing process, and implement enhancements/solutions

• Test and prove results of programming to ensure user requirements have been met. Ensure the quality assurance of test scripts, coordination of testing resources and oversight of issues management through appropriate reporting and regression testing

• Ensure benefits are sustained through appropriate Control Plans and monitoring

• Track and report status of deliverables on multiple key initiatives

• Deliver informative, well-organized presentations

• Evaluate data and trends to identify improvement opportunities and associated issues and risks

• Identify quantifiable metrics and benchmarks to track cost savings over a period of time

• Establish and maintain strong working relationships across all business units and all levels of the organization

• Drive organizational change to achieve a strong business culture of Continuous Improvement

• Communicate and apply project standards, assisting in enforcement of project deadlines and schedules

• Maintain knowledge and understanding of business operations and objectives by partnering with appropriate cross-functional team

• Utilize discipline and Project Management to update documentation and communication of all initiatives including launch of new initiatives, status updates on current projects and changes to call flows

• Perform other related duties as assigned. 

• 8+years experience, in a complex, multi contact customer support center environment
• Telecommunications industry experience (OSS/BSS)
• 8+ years experience in overall Voice Technologies, (IVR, CTI, ACD, PBX) or the equivalency of work experience with a wide variety of call center systems, software and reporting
• Proven experience using wide array of systems and software including Microsoft Project, Excel and Visio
• Demonstrated project management experience to effectively improve and / or reengineer business processes
• 8 years experience in process reengineering, business consulting and/or project management
• Experience working with matrixed project teams, supporting multiple concurrent projects
• Exceptional quantitative, analytical, and problem-solving skills
• Strong project management experience and communication skills
• Lean Six Sigma Certification (Green or Black Belt), a plus
• Ability to influence and manage in a fast-paced and collaborative environment
• Broad experience working on project teams and structuring recommendations
• Excellent written, verbal, presentation, and facilitation skills
• Strong attention to detail, PMP Certification is a plus.