Key skills
AIAnalyticsProject Management
About this role
Role Overview
- Supports the establishment of new business processes, and integrates the application of new processes with existing business processes.
- Assesses business requirements, completes research and analysis to determine solutions and makes recommendations for enhancements.
- Identifies strengths and weaknesses of existing internal processes, methods and tools.
- Uses process design and improvement methodologies to identify, analyze and improve business processes and service quality.
- Develops documentation to support analysis and recommended improvements including business requirements, functional specifications and process maps.
- Supports the development of integration training materials and activities for new processes and procedures.
- Plans for process integration opportunities that support business objectives while creating process changes by integrating new processes into existing ones and communicating these changes to affected areas.
- Performs post-implementation project reviews to assess the effectiveness of changes in the process.
Requirements
- 3+ Years Required; 5+ Years Preferred
- Experience with Contact Center/ Call Center environment
- NCC IVR knowledge
- Understanding of AI fundamentals
- Prior Data analytics & Reporting skills
- Experience in process improvement
- Project Management experience preferred
Benefits
- superior retirement program
- highly competitive health, wellness and work life offerings