Continuous Improvement Analyst (Houston, TX hybrid)

$74,880 - $81,120/Yr

The Matlen Silver Group - Houston, TX

Full-time - Entry Level

Onsite - Houston, TX

Professional, Scientific, and Technical Services

About the position

The Continuous Improvement Analyst plays a crucial role in analyzing and resolving global issues and improvement opportunities within the Retention & Care and Inbound Sales organizations. This position involves monitoring business processes, conducting analyses, making recommendations, documenting processes, and coordinating the implementation of system and process improvements. The analyst collaborates with various functional groups and external teams to ensure that new products and services are effectively integrated without negatively impacting call center metrics or customer experience.

Responsibilities

• Analyze and resolve global issues affecting Retention & Care and Inbound Sales organizations.
• Monitor the effectiveness of business processes and conduct analysis.
• Make recommendations for process improvements and document those processes.
• Communicate processes to the organization and coordinate implementation.
• Work with multiple functional groups including IT, Back Office Operations, Consumer Operations, Marketing, and Legal.
• Implement new products, services, and systems for call center, chat, and email agents.
• Ensure that external requesting areas achieve their business goals while maintaining or improving call center metrics.

Requirements

• Undergraduate degree from an accredited four-year college or university preferred, or significant relevant work experience.
• 6-12 months experience in a call center or consumer services setting.
• Experience in technology design and implementation, business process development, training, and performance management.

Nice-to-haves

• Excellent grasp of project management lifecycle.
• Strong personal computer skills, including Word, Excel, PowerPoint, and MS Teams.
• Results-oriented with strong leadership skills.
• SAP - CCS and/or agent interface skills preferred.

Benefits

• Competitive pay scale of $36-39/hr on W2 for the duration of the contract.