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Contact Center Process Improvement Analyst (Remote)

Company: Nova Southeastern University
Location: Fort Lauderdale
Posted on: November 22, 2022

Job Description:

This is a Process Improvement Analyst position within NSU's OIIT Contact Center. The analyst will review, update and manage all contact center processes within knowledgebase, evaluate phone calls to ensure compliance with call center processes, regularly meet with departmental partners to validate/certify processes, conduct analysis, identify and recommend opportunities for improvement, and collaborate with managers and agents. This is a mid level call center analyst position. It is fully remote within the Tri-county area.

You may apply online at:

Job Responsibilities:

1. Collaborates with NCC Business and Academic partners on processes, quality indicators, and service goals.

2. Reviews contact center calls to understand caller experience and identify needs and expectations. Provides feedback to partners on process issues or concerns.

3. Monitors the effectiveness and quality of incoming calls, chats, and emails.

4. Determines weaknesses in performance and establishes solutions to improve.

5. Ensures compliance with the company's policy and quality systems.

6. Identifies process improvement opportunities and presents to leadership.

7. Generates and maintains feedback and coaching documentation.

8. Provides feedback to NCC team leaders and managers.

9. Offers daily feedback via verbal & written communication.

10. Develops and maintains thorough knowledge and understanding of processes, services, offerings for academics, business units and NSU Health, including performance and functional requirements of contact center.

11. Updates and maintain NCC Process Website.

12. Monitors and communicates process changes and updates.

13. Develops, reports, and analyzes contact center and business metrics specific to monitor progress against contact center targets and goals.

14. May act as project leader for assigned project(s).

15. Gathers data pertaining to customer needs, and uses the information to identify, predict, interpret, and evaluate system and network requirements.

16. Works as part of a project team to coordinate database development and determine project scope and limitations.

17. Reviews workflow charts to understand tasks computer and agent will perform, such as updating records.

18. Reviews project plans to plan and coordinate assigned project activity.

19. Helps programmers and systems analysts test and debug new programs or NCC systems.

20. Meets with department heads, managers, supervisors, vendors, and others, to solicit cooperation and resolve problems.

21. Operates spreadsheet programs and other types of software to load and manipulate data and to produce reports.

22. Retrieves, separates, and sorts program output as needed, and sends data to specified users.

23. Develops and implements processes and reports to audit data quality, ensure accuracy, and increase productivity.

24. Maintains employee, patient and student data integrity and confidentiality.

25. Examines theories, such as those of probability and inference, to discover mathematical bases for new or improved methods of obtaining and evaluating numerical data.

26. Attends meetings, educational conferences, and training workshops and serves on committees.

27. Serves as trainer and mentor for junior employees.

28. Ensures compliance with university and departmental policies and procedures, including compliance with Health Insurance Portability and Accountability Act (HIPAA) to always safeguard protected health information (PHI).

29. Completes special projects as assigned.

30. Performs other duties as assigned or required.

Job Type: Full-time

* 8 hour shift

Work Location: Hybrid remote in Fort Lauderdale, FL 33328%58047475%

Keywords: Nova Southeastern University, Fort Lauderdale , Contact Center Process Improvement Analyst (Remote), Professions , Fort Lauderdale, Florida

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