Join a leading energy company that is at the forefront of delivering innovative, sustainable solutions to customers across the country. With a strong commitment to driving change and continuous improvement, this company is a leader in the energy sector, offering unmatched growth opportunities and a collaborative workplace culture.
Primary Services is excited to announce the role of Process Improvement Analyst for our client, a major player in the energy industry. This position is perfect for a mid-career professional eager to use their analytical and process improvement skills to drive meaningful change in a large, customer-focused organization.
Responsibilities:
- Identify improvement opportunities and document technical system and process requirements for operational efficiency and customer service enhancements.
- Create detailed business requirements, user stories, and screen designs that account for all scenarios and improve the customer experience.
- Prepare and deliver business cases based on thorough analysis.
- Provide analytical and technical support to Customer Care teams to enhance business processes and system capabilities.
- Develop and execute test cases to ensure new functionality is implemented as designed, without negatively impacting existing operations.
- Collaborate with the Training group to develop training materials and conduct training as required for call center representatives, supervisors, and management.
- Work within IT Change Management processes to implement timely and accurate system and process changes.
- Serve as a liaison between Customer Care and other business units and departments.
Qualifications:
- Undergraduate degree from an accredited four-year college or university preferred; relevant work experience may be considered in lieu of a degree.
- Broad experience in technology design and implementation, business process development, training, and workforce management analysis.
- Excellent organizational, time management, project management, analytical, problem-solving, and communication skills.
- 1+ years of experience writing user stories focused on process improvement initiatives.
- 1+ years of experience in performing User Acceptance Testing (UAT) for system enhancements or business processes.
- SAP-CCS and agent interface skills are a plus.
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