Continuous Improvement Analyst (Houston, TX - hybrid)
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Job Title: Continuous Improvement Analyst
Duration: 6+ months on W2
Location: (Houston, TX - hybrid)
Required Pay Scale: $36-39/hr on W2
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 Continuous Improvement 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. Continuous Improvement Analysts also work extensively with teams external to Customer Care to implement all new products, services, new brands and lines of business for both the Acquisition and Retention Call Centers. These analysts also implement most new systems for call center, chat and email agents. In this role, the analyst ensures the external requesting areas achieve their business goals, while ensuring Call Center metrics and the customer experience are not adversely impacted (or are improved).
Project Details: This position is requires working in the office every Monday, Tuesday & Thursday.
Wednesday and Friday are work from home/remote, but occasional travel to the Houston office may be needed 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.
Travel (minimal as special projects arise)
Physical Requirements:
Occasionally requires lifting as appropriate to perform duties and responsibilities.
?
Must Haves-- Undergraduate degree from an accredited four-year college or university is preferred however, significant relevant work experience may commensurate.
6-12 months experience in a call center or consumer services setting. The ideal candidate will have a broad range of experience within a number of functions including technology design and implementation, business process development, training and performance management, and work force management analysis.
Desired Skills-- Excellent grasp of project management lifecycle.
Excellent personal computer skills, including Word, Excel, PowerPoint & MS Teams are required.
Results oriented.
Strong leadership skills. Proactively look for and request leadership opportunities.
SAP CCS and/or agent interface skills preferred.
About Matlen Silver
Experience Matters. Let your experience be driven by our experience. For more than 40 years, Matlen Silver has delivered solutions for complex talent and technology needs to Fortune 500 companies and industry leaders. Led by hard work, honesty, and a trusted team of experts, we can say that Matlen Silver technology has created a solutions experience and legacy of success that is the difference in the way the world works.
Matlen Silver is an Equal Opportunity Employer and considers all applicants for all positions without regard to race, color, religion, gender, national origin, age, sexual orientation, veteran status, the presence of a non-job-related medical condition or disability, or any other legally protected status.
If you are a person with a disability needing assistance with the application or at any point in the hiring process, please contact us at email and/or phone at: //
Duration: 6+ months on W2
Location: (Houston, TX - hybrid)
Required Pay Scale: $36-39/hr on W2
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 Continuous Improvement 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. Continuous Improvement Analysts also work extensively with teams external to Customer Care to implement all new products, services, new brands and lines of business for both the Acquisition and Retention Call Centers. These analysts also implement most new systems for call center, chat and email agents. In this role, the analyst ensures the external requesting areas achieve their business goals, while ensuring Call Center metrics and the customer experience are not adversely impacted (or are improved).
Project Details: This position is requires working in the office every Monday, Tuesday & Thursday.
Wednesday and Friday are work from home/remote, but occasional travel to the Houston office may be needed 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.
Travel (minimal as special projects arise)
Physical Requirements:
Occasionally requires lifting as appropriate to perform duties and responsibilities.
?
Must Haves-- Undergraduate degree from an accredited four-year college or university is preferred however, significant relevant work experience may commensurate.
6-12 months experience in a call center or consumer services setting. The ideal candidate will have a broad range of experience within a number of functions including technology design and implementation, business process development, training and performance management, and work force management analysis.
Desired Skills-- Excellent grasp of project management lifecycle.
Excellent personal computer skills, including Word, Excel, PowerPoint & MS Teams are required.
Results oriented.
Strong leadership skills. Proactively look for and request leadership opportunities.
SAP CCS and/or agent interface skills preferred.
About Matlen Silver
Experience Matters. Let your experience be driven by our experience. For more than 40 years, Matlen Silver has delivered solutions for complex talent and technology needs to Fortune 500 companies and industry leaders. Led by hard work, honesty, and a trusted team of experts, we can say that Matlen Silver technology has created a solutions experience and legacy of success that is the difference in the way the world works.
Matlen Silver is an Equal Opportunity Employer and considers all applicants for all positions without regard to race, color, religion, gender, national origin, age, sexual orientation, veteran status, the presence of a non-job-related medical condition or disability, or any other legally protected status.
If you are a person with a disability needing assistance with the application or at any point in the hiring process, please contact us at email and/or phone at: //
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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