CORP - Continuous Improvement Analyst

Title: Continuous Improvement Analyst Location: Houston Tx, 77002 Duration: Long-term Contract to Hire Compensation: $34hr Work Requirements: US Citizen, GC Holders or Authorized to Work in the US Remote / Hybrid (3 days a week) Monday- Friday 8am-5pm Job Summary: The Continuous Improvement Analyst is responsible for the analysis and resolution of global issues and/or improvement opportunities affecting the Retention & Care, and Inbound Sales organization. In addition, the analyst must monitor the effectiveness of business processes, conduct analysis, make recommendations, document processes, communicate those processes to the organization, and coordinate implementation for system and process improvements. The analyst must develop skills and knowledge to effectively address and resolve issues across multiple functional groups including, but not limited to, Information Technology, Back Office Operations (including invoicing, credit, collections, remittance processing, and service initiation), Consumer Operations, Marketing, Legal and Regulatory. Responsibilities: Perform and document Customer Care impact assessments for business rule and process improvement changes driven from a variety of business units and departments Identify and document process improvement opportunities that result in operational efficiencies and/or increased customer service Prepare and deliver business cases based on solid analysis and business intuition Gain cross functional support and approval for system and process changes from key stakeholders Work within the IT Change Management process to affect timely and complete implementation of system and process changes Manage small to mid-size changes into the Customer Care organization through coordination with key business and information technology teams Prepare quality business requirements or user stories, and functional design documentation for requested changes Perform and document testing for system and processes changes Document end user processes, step actions, and scripting in support of all implemented changes Prepare and deliver accurate communications to the Customer Care organization in support of implemented changes Coordinate with the Training group to deliver training to all Customer Care Representatives (CCRs), Supervisors and Management, as applicable Act as a liaison between the Customer Care organization and other business units and departments Role Specific Knowledge, Skills and Abilities: Ability to thrive in an environment that is developing and growing quickly, especially in the technical field Excellent problem-solving, organizational and time management skills Able to handle multiple tasks simultaneously; ability to deal with conflicting demands and prioritize tasks as needed Ability to overcome major obstacles and recognize early when issues should be escalated Strong work ethic Must be an effective and collaborative team player High level of honesty and integrity Excellent communications skills, both written and verbal Excellent grasp of project management lifecycle and agile methodology Strong MS-Office (Word, Excel, PowerPoint) skills Results oriented Strong leadership skill Experience: Over 2 years of experience in a call center or consumer services setting. The ideal candidate will have a broad range of experience within several functions including technology design, flow design and implementation, business process development, training and performance management, and work force management analysis Some project management, leadership and relationship skills are preferred Education: Undergraduate degree from accredited four-year college or university is preferred however, relevant work experience may commensurate Physical Requirements: Occasionally requires lifting as appropriate to perform duties and responsibilities Working Conditions: This position is hybrid but may require occasional travel to the office outside of your scheduled in office days especially as special projects arise. The candidate may be required to occasionally work more than 40 hours in a week and outside of traditional business hours to complete project testing, data validation, and implementation Reliable internet service is required Our benefits package includes: Comprehensive medical benefits Competitive pay, 401(k) Retirement plan and much more! About INSPYR Solutions Technology is our focus and quality is our commitment. As a national expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients' business objectives and cultural needs. Our solutions are tailored to each client and include a wide variety of professional services, project, and talent solutions. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at INSPYR Solutions provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, INSPYR Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. Information collected and processed through your application with INSPYR Solutions (including any job applications you choose to submit) is subject to INSPYR Solutions' Privacy Policy and INSPYR Solutions' AI and Automated Employment Decision Tool Policy: By submitting an application, you are consenting to being contacted by INSPYR Solutions through phone, email, or text.