Business Support Analyst

FreshPoint, Inc. is hiring a Business Support Analyst to identify and implement process efficiencies through operational excellence projects. The role supports departments and their customers through process standardization, analysis, cross-training, quality monitoring, and collaboration with third-party service providers.

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

Requirements:

• High School Diploma
• Bachelors degree in Business, Sales, Marketing, Hospitality or Culinary Arts
• 2-3 years experience with Customer Service, Quality management experience, process improvement implementations and adhering to project timelines
• 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)
• English
• 5+ Years with Customer Service, Quality Management experience, process improvement implementations and adhering to project timelines