Summer Intern - Process Improvement Analyst

Job Description

DESCRIPTION:

Role Details:

The Process Improvement Analyst is responsible for finding opportunities and developing solutions to improve customer care unit productivity and customer experience.

Your Day-to-Day:
• Analyze data from our CRM systems and identify process improvements opportunities on productivity and customer journey.
• Define alternatives on how to implement improvements through process or system change.
• Interact with key stakeholders to acquire buy-in on proposed changes.
• Analyze inbound and outbound contacts (call, email, chat, text, social media, etc.), and contact drivers; determine root cause and make recommendations for improvements
• Improve call center daily operations by measuring and excelling in key process areas. Based on data analysis, identify specific opportunities and implement initiatives to reduce cost (contact reduction/deflection, handle time reductions)
• Combine data from different sources (telephony data, survey response data, etc) to gain key insights and make recommendations for improved operations and customer experience
• Effectively and accurately communicate analysis results and/or trending to partners including deliverables, conclusions, and recommendations for change or improvement

Logistics:
• This is a paid internship and can also be for university credit if it meets your university's guidelines
• Full-time, 40 hours per week

QUALIFICATIONS:

Required:
• Experience with Continuous Improvement, Kaizen LEAN, Process Management, or Six Sigma required.
• Ability to analyze large statistical datasets, summarize data, and effectively communicate recommendations and actionable insight.
• Excellent presentation/report building skills
• Ability to multitask and work in a fast-paced environment
• Excellent oral and written communication skills
• Intern must be a student currently enrolled in an accredited college, university or boot camp (Production Engineering preferred)
• Must be at least 18 years old

Preferred:
• Experience in a Call Center
• Salesforce experience

FUNCTION: Interns

Jobcode: Reference SBJ-gwp3yp-18-116-62-45-42 in your application.