Senior Process Analyst

The Sr. Process Analyst is responsible for process design for Local Service Requests within the Mass Marketsgroup to decrease operational costs and cycle times while increasing revenue.

This is a Work From Home position in the United States.

• Facilitates complex, erse, and/or technical organizational process/quality improvement activities.
• Identifies, analyzes, develops, documents, and leads process improvements.
• Identifies process improvement training needs and facilitates training deployment.
• Consults with middle/senior level management on process management and improvement.
• Identifies and makes recommendations for process improvements.
• Provides strong support for the overall management of the reported business unit's quality tools and techniques.
• May be assisted by a team of less experienced process/quality analysts.
• Responsible for Operational performance reporting and analysis such as force to load, Link2Success, metric scorecards, local service efficiency and headcount.
• Creates and maintains monthly operations decks for senior leadership.
• Ability to use data to provide root cause analysis or summaries and provide recommendations for improvement to AOMs, VPOs or RP.

• 5+ years professional experience with a Bachelor's degree or equivalent education and experience or 2-3 years with a Master's degree.
• Leading and implementing process improvement changes within the local and national teams. Business case analysis to support process improvements efforts.
• Verbal, written and interpersonal communication skills.
• Written skills to include demonstrated ability to create and modify process documents, work instruction documents and other documents that are distributed to a wide audience.
• Ability to solve complex analytical challenges, independently analyze information and make recommendations based on analysis.
• Proven collaborative skills in reaching a team approach to accomplishing work.
• Ability to organize and prioritize multiple tasks and meet deadlines.
• Proven ability to work in a customer service-oriented organization.
• Experience using Computer Systems and Windows based applications including word processing, spreadsheet, and workflow and database software.
• Excellent negotiating and persuasive skills.
• Must possess recent experience in coaching and leading employees to meet the needs of our customers.
• Ability to motivate others, use good teamwork skills, including development of interdepartmental relationships and the ability to make complex decisions.
• Demonstrates high personal work standards.
• Embraces change, inspires trust, communicates in all directions and a continuous learner. Must have extremely strong Excel skills with knowledge of macros and pivot tables. Extensive knowledge and skills in PowerPoint are necessary.