Process Improvement Analyst

Job Category: Process Analysis/Productivity AnalystGeneral Responsibilities: This position performs ongoing analysis of existing processes and procedures within the Denver call center and outsource partner centers for the purpose of identifying opportunities to increase revenue, reduce costs or improve customer service. In conjunction with users, identifies and investigates system enhancements and/or new applications required to meet business needs. Translates these needs into system requirements documents. Provides initial estimation of costs and duration of the activities needed to develop the solution. Gathers data, or directs others to gather data to determine the impact that current workflows have on products, system functionality, efficiencies and staffing or to support solutions. Serves as a liaison between end-users and business process analysts. May assist in system implementation, testing or training. Includes performing research on new technologies and procedures to enhance production and bringing solution options or recommendations to attention of management. Identify, document and report financial impacts of current workflows as well as impact of solutions. On occasion may participate in project management role for major CSC or Corporate projects. Works under general supervision with fair amount of independence, judgment and independent decision making.
Initiates and performs on-going call analysis to identify CSC workflow trends and opportunities for improvement. Research, propose and implement procedural solutions to meet user needs and constraints. Recognize opportunities for improvement in the areas of efficiency and productivity. Investigate how users are utilizing current systems and conceptualize procedures that reduce the work time, or paperwork or other systems involved. Identify opportunities to increase revenue, reduce costs and/or improve service levels. Present solutions to management for approval. Write and submit system change requests (ITR’s, RFP) that support changes to the mainframe and any related platforms and prepare other required documentation. Assess business requirements and identify both short-term and long-term solutions that address specific business issues. Interact with all levels of management and critical departments. Actively initiate new analysis activities.
Develop project proposals for small to medium size call center projects. Enlist participants, and coordinate related activities including identifying tasks, and issues, determining due dates, following up with task owners. Includes anticipating possible points of failure and preparing contingency plans to ensure project success. Oversee multiple projects with varying timelines and with varying degrees of complexity. See projects through to completion.
Develop queries and reports using Access and other available software to provide customized information for users to make decisions affecting business costs to Moneygram. Accept a high level of responsibility for integrity of reports and data provided.
REQUIREMENTS
Skills and Experience Required: All positions require the ability to model the Corporate Values of Respect, Courage, Passion, Teamwork and Integrity.
All positions require core competencies of communication, leadership, ability to drive change, innovative outlook and problem analysis.
Education: BA/BS
Years of Experience: 3-5
Experience in analyzing business problems and developing workable solutions
Strong analytical skills, proven ability to identify problems and recommend solutions
Project Management experience
Previous experience working in call center or similar environment
Intermediate to advanced skills in MS Office applications, including Word, Excel and Access
Experience using database query software applications
Excellent oral and written communication skills
Skilled at working in a constantly changing environment
Must be able to communicate professionally at all levels of the organization
Ability to independently manage several projects simultaneously
Ability to work under tight deadlines
Strong organizational and time management skills
Experience integrating information from a variety of sources, and formats
Ability to create clear and effective documentation for business and process decisions
Schedule Overtime Required 0-25% based on project and need