Process Analyst TIDC - PCC Weekly

From configuration to packaging and shipping, every detail matters when it comes to the seamless delivery of IT. Join the team that makes logistics and custom configuration look easy.

Wilmington, OH

CONNECTION

<p><strong>At Connection, our purpose is simple: we connect people with technology. From hardware&mdash;PCs, printers, servers, and more&mdash;to cutting-edge cloud, cybersecurity, and professional IT services, we design, build, and support the IT solutions that thousands of companies, schools, and government agencies rely on every day. We like to think of ourselves as the IT Department for our customers&rsquo; IT Department. Our company started out almost 40 years ago with two employees and a phone line. Today we&rsquo;re a Fortune 1000 IT solutions partner operating in 174 countries around the world&mdash;still driven by that startup mentality and guided by our original purpose.</strong></p> https://www.connection.com/

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Full Time

Overview: <strong>What We Do:</strong><br /><br />We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. That&rsquo;s what we do. We&rsquo;re the IT Department&rsquo;s IT Department.<br /> <br /><strong>Who We Are:</strong><br /><br />Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It&rsquo;s what makes Connection unique&mdash;what drives us to innovate and create technology solutions that stand apart from the crowd. We&rsquo;d love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others.<br /> <br /><strong>Why You Should Join Us:</strong><br /><br />You&rsquo;ll find supportive teammates and a rewarding career at Connection&mdash;plus great benefits. We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family. Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive. We value the importance of our employees&rsquo; emotional well-being. To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources. You&rsquo;ll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days. <br /> <br /><br /> <p><strong>Process Analyst:</strong></p> <p>Working under the supervision of the Director, Customer Experience, relying on experience, judgement, and discretion to plan and accomplish goals, the Process Analyst is responsible for independently&nbsp;analyzing, evaluating, and proposing recommendations to improve business processes for the Technology Integration and Distribution Center (TIDC) CX organization and create a best-in-class customer experience.</p> <p>The Process Analyst develops recommendations and implements strategies to modernize and continually improve case management applications, including case handling procedures, automation, SLA performance, and quality assessments. The Process Analyst will utilize data to gather and provide information on performance, metrics reporting and activities in these areas, offering strategies to reward performance and continually improve.</p> <p>The Process Analyst performs tasks related to the TIDC programs, developing policies and the internal plans for executing these services by working with all associated internal teams. They will have decision making responsibilities, working with the Sr. Director, Customer Experience Operations, and other key management, to ensure programs are compliant with current business objectives.</p> <p>The Process Analyst will work with the Quality team to ensure detailed processes are documented and approved and required training is current.</p> <p>The successful candidate will have 8 years of work experience in progressively responsible roles in a customer support environment, demonstrating the ability to evolve service strategies and tools.<br /><br />NOTE: THIS IS AN ONSITE POSITION IN WILMINGTON, OH.</p>
Responsibilities: <ul> <li>Identify improvements and partner cross-functionally with Pega developers to fully leverage system functionality for case handling and reporting dashboards. Participate in roadmap development and integration/user acceptance testing during system enhancements and fixes.&nbsp;</li> <li>Monitor case volume, SLAs, and trends. Collaborate with leadership to compile and track performance at both the individual and team level.&nbsp;</li> <li>Create KPI dashboards</li> <li>Partner cross-functionally with Quality to develop standards for case handling and implement corrective actions for non-conformance to standards.</li> <li>Partner with cross-functionally with Training to evaluate current and ongoing training needs based on case monitoring data. Facilitate calibration sessions with CX coordinators and Team Leaders.&nbsp;</li> <li>Develop change management strategies to ensure successful adoption of process improvements.</li> <li>Evaluate and monitor case drivers, building processes to reduce volume and increase speed to resolve. Share trend data and solutions regarding customer needs, quality standards, and coaching opportunities with leadership team.</li> <li>Identify ways of effectively introducing change and making improvements that will increase productivity and reduce costs.</li> <li>Understand, analyze, and update department procedures and job aids/knowledge base tools to align with the latest operational standards, policies, and procedures. Ensure that updates are done in a consistent, accurate and timely manner.</li> <li>Understand cross-process dependencies as new processes or solutions are designed and implemented.</li> <li>Provide cross-functional expertise for ISO compliance and audit requirements.</li> <li>Oversee the process of rolling out changes or improvements by working with CX Supervisors, team members, other managers within the TIDC, and anyone affected by the process to ensure that what is documented is carried out according to the scope of the process.</li> <li>Develop and oversee CX onboarding programs, partnering with Sr. Coordinators to ensure effective delivery to all new team members.</li> <li>Perform all other duties or special projects as assigned.</li> </ul>
Requirements: <div class="iCIMS_InfoMsg iCIMS_InfoMsg_Job"> <div class="iCIMS_Expandable_Container"> <div class="iCIMS_Expandable_Text"> <div class="iCIMS_InfoMsg iCIMS_InfoMsg_Job"> <div class="iCIMS_Expandable_Container"> <div class="iCIMS_Expandable_Text"> <ul> <li>Associate Degree or the equivalent combination of education and work experience.</li> <li>3-5 years in a business analyst, process improvement role.</li> <li>Exceptional oral, written, and interpersonal skills.</li> <li>Ability to influence at the peer and leadership level.</li> <li>Ability to actively listen, synthesize information, and present thoughts to teammates in a constructive, positive way.</li> <li>Ability to excel in a fast-paced team environment, managing multiple priorities and meeting deadlines.</li> <li>Intermediate knowledge of case management systems, ideally Pega or Service Now.</li> <li>Familiarity with contact center KPIs.</li> <li>Intermediate knowledge of Microsoft products (Windows, Word, Excel, PowerPoint), and other technology such as SharePoint, File Maker, E1 or similar EPR system, Bartender, and Call Tracker.</li> <li>Proficiency in process modeling using Viseo and Lean Six Sigma methodology.</li> <li>Project Management or ITIL certification is a plus.&nbsp;</li> </ul> </div> </div> </div> <div class="iCIMS_PageFooter">&nbsp;</div> </div> </div> </div>