Process Analyst

The Contact Center Process Analyst will be responsible for documenting, standardizing, optimizing (within certain constraints), and validating the business processes that are used in the customer service contact centers. Complete Description: The Contact Center Process Analyst (Case Management & Workflow Project) will be responsible for documenting, standardizing, optimizing (within certain constraints), and validating the business processes that are used in the customer service contact centers. The focus of this assignment is on case management processes – those activities that are common to all customer contacts, including caller authentication, needs assessment, escalations and routing, and case documentation. The resulting process documentation will be used in the development of requirements for a new, workflow-based agent desktop application. The position will build strong relationships with business, technical and Customer Operations teams, including leaders and subject matter experts in our customer service call center operation. The Process Analyst will work within the framework of a project team with assigned deliverables and dates. The Process Analyst will recommend approaches to the process analysis work and will produce high quality deliverables, keeping the project manager informed of progress and challenges. The position drives standardization, efficiency, customer satisfaction, and agent satisfaction. Key Responsibilities • Gathers data from agents, subject matter experts and stakeholders and documents existing processes. • Identifies process variations and opportunities for improvement. • Facilitates the elimination of process variations and the exploitation of opportunities, maintaining traceability by using decision logs. • Documents future state processes. • Conducts process mapping and problem identification sessions (as needed) to determine current process capabilities and opportunities for improvement. • Reviews documentation with a variety of subject matter experts, stakeholders, and manages for refinement and approval. • Produces process or workflow diagrams and other process documentation. • Documents rules, required data fields (for rules), agent scripts, legal scripts, and other knowledge requirements. • Participates in project status meetings. Reports regularly on progress, milestones, risks, issues, requested scope changes, and costs. Core Skills & Requirements • Experience working in formal project management settings • Ability to balance multiple, simultaneous tasks • Experience in contact center management or analysis/project support • Strong communication skills (verbal, written, presentation, listening) • Strong prioritization and troubleshooting skills • Experience process mapping and developing processes (preferably in Contact Centers) • Six Sigma helpful • Strong interpersonal and relationship skills • Exceptional organizational skills • Proven facilitation skills listening • Comfortable working with senior leaders • Travel industry experience preferred • Minimum 3-5 years related experience • Bachelors Degree preferred • Strong customer service disposition • Must have transportation and be able to work in Bellevue and Tacoma as needed • Some travel may be required  * if you're interested, please contact jennifer.list@modisit.com Company: Modis, Inc. Status: Full Time, Employee Location: Bellevue, WA 98004 Job Category: Business/Strategic Management Career Level: Experienced (Non-Manager) Work Experience: 2+ to 5 Years Education Level: Professional