Process Analyst

JOB SUMMARYThe Business Analyst - Process & Data within Operational Readiness provides direct support to process improvement and standardization initiatives within Customer Service Operations. The analyst makes recommendations for business and process improvement.

The analyst works with business users to understand requirements/expectations and facilitates the interaction with different functional groups within the organization. This includes evaluation of the current state, gap analysis, recommendation development, and coordination of operational deployment needs including training, reporting, and monitoring of the customer and CSR experience throughout deployment.

MAJOR DUTIES AND RESPONSIBILITIESA primary function of this position will be to ensure compliance across Customer Service Operations of state and federal regulations as they relate to Charter’s voice services. Support efforts to simplify and enhance the customer experience by reviewing the organization's business process methods and practices to align with strategic direction of Customer Service leadership.

Ensure the appropriate level of communication and training support for change management initiatives impacting our customers and internal Customer Service support teams

Act as a process improvement practitioner by leading efforts to enhance Customer Service processes, reduce waste and increase effectiveness Provide regular readouts on initiative progress to the Manager/Director/Vice President of Operational Readiness

Research best business practices within and outside the organization to establish benchmark data

Assess requirements for internal business processes, ensuring compatibility with organizational strategic goals

Implement new processes, evaluate existing processes, and recommend optimal solutions and improvements

Partner with business process owners and management on strategic initiatives with minimal guidance from more experienced analyst or department leadership

Communicate team progress

Perform other duties as requested REQUIRED QUALIFICATIONSSkills/Abilities and Knowledge

Ability to read, write, speak and understand English Strong written and verbal communication and presentation skills Ability to prioritize, organize and multitask effectively

Ability to self-train and pick up new skills quickly Proficient use of PC software applications (Access, Excel and Power

Point)Ability to create and maintain spreadsheets

Commitment to quality service through appropriate follow through, urgency and persistence

Strong analytical skills and the ability to present information in an understandable format

Ability to effectively consult with department managers and leaders

Moderate knowledge of telephone billing systems (CSG, CRM, ICOMS – Preferred) Education

Bachelor’s degree in Business or related field or equivalent experience Related Work Experience Number of Years

Business Analyst/Data Analyst experience 0-2

Overall general systems and applications experience 2

Experience in Customer Service/Call Center Operations 2

PREFERRED QUALIFICATIONSRelated Work Experience Number of Years

General cable industry experience 1 WORKING CONDITIONSOffice environment with occasional travel BGN357 338159 338159

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