Job Description

Job Summary:

The Business Support Analyst will actively conduct improvement projects utilizing operational excellence toolsets to identify, qualify and implement process efficiencies. Supports functional departments and their respective internal and external customers to improve business processes through process standardization, cross-training, analysis and process escalations. Propagates a culture of continuous improvement and a customer service mindset. This position is also responsible for evaluating opportunities by collaborating with our 3rd party service providers.

Duties and Responsibilities:

• Uses quality monitoring tools to actively audit and monitor Customer Care Support Representative (CSR) performance.
• Collaborate with cross-functional stakeholders to identify, synthesize, and analyze business requirements to implement solutions. Work with technology business partners to translate requirements and design solutions.
• Actively track project risks and develop risk mitigation and issue resolution plans as needed.
• Work with teams comprised of functional SME’s to identify gaps, non-value added steps, and other impediments to efficient process operation.
• Work with teams to analyze information and develop and implement process solutions.
• Create current and future state process maps, SOPs, and training materials.
• User testing management for assigned projects, as applicable; development of consolidated user test plans, executing those test plans and obtaining appropriate sign off from user managers
• Oversight of documentation management - Professional and administrative tasks as related to centralization and quality improvement.
• Monitors and evaluates Customer Support Representative performance and coaches to improve client interactions.

Education Required:

High School Diploma

Education Preferred:

Bachelors degree in Business, Sales, Marketing, Hospitality or Culinary Arts

Experience Required:

2-3 years experience with Customer Service, Quality management experience, process improvement implementations and adhering to project timelines.

Experience Preferred:

5+ Years with Customer Service, Quality Management experience, process improvement implementations and adhering to project timelines.

Technical Skills and Abilities:

• Computer proficiency and experience with Microsoft applications, including Excel and Vizio.
• Experience in remote-working environments, leveraging collaboration software such as MS Teams
• Continuous performance improvement mindset with a passion to improve processes, tools, and work quality.
• Good communication and presentation skills.
• Motivated and self-directed with good interpersonal skills.
• Ability to reach out, communicate and influence personnel at all levels within the organization.
• Strong analytical skills.
• Advanced problem solving skills.
• Process mapping.
• Facilitation and training skills.
• Self-starter, highly motivated personality.
• Plan and manage work independently.
• Produce clear and accurate outputs.
• Ability to collaborate effectively with team members.
• Working knowledge of SUS/Pantry/AS400
• Demonstrated experience in requirement elicitation techniques, JAD, Interviews and documentation (BRDs, Functional& Technical specifications, Use cases)

Language Requirements:

English

Physical Demands:

Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of this job.

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.

While performing the duties of this job, the employee is regularly required to sit, stand, walk and use hands and fingers to operate a computer keyboard, mouse, and telephone to talk and hear. The employee is frequently required to sit and reach with hands and arms. The employee must occasionally lift and/or move up to 20 pounds.

Travel Requirements:

No Travel Required

Work Environment:

Remote