Business Analyst - Continuous Improvement (Remote)

Primary Services is excited to announce an excellent opportunity to join NRG, a Fortune 200 industry-leading company with over 6,500 employees. We are seeking a skilled Business Analyst to join our diverse team who will be responsible for analyzing and resolving global issues as well as identifying improvement opportunities that impact the Retention & Care, and Inbound Sales organization offers opportunities for career advancement while working toward a sustainable energy future.

As a Continuous Improvement Business Analyst, you will 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.

Responsibilities:

• Work within the IT Change Management process to affect timely and complete implementation of system and process changes.
• Maintain close and ongoing relationships with internal customer-facing groups as well as Back Office to affect timely response to customer issues.
• Provide analytical and technical support to Customer Care teams for analysis of internal business processes and system capabilities to improve accuracy and efficiency related to completion of global issues.
• Coordinate with the Training group and develop and document training requirements, training materials and provide training as required for call center representatives, supervisors, and management.
• Prepare and deliver business cases based on solid analysis and business intuition.
• Prepare and deliver accurate communications to the Customer Care organization in support of implemented changes, including documenting agent processes, step actions, and scripting.
• Own the outcome (success or failure) of the business process improvement and system enhancement implemented.
• Gain cross-functional support and approval for system and process changes from key stakeholders.
• Act as a liaison between the Customer Care organization and other business units and departments.
• Create detailed business requirements or user stories including screen design and system rules to account for all scenarios / use cases and improve or do not negatively impact the customer experience and other Customer Care and Acquisition metrics.
• Perform and document Customer Care impact assessments for business rule and process improvement changes driven from a variety of business units and departments.
• Identify opportunities and document technical system and process requirements to improve operational efficiencies and customer service-related global issues.
• Create and execute test cases to ensure the new system functionality is implemented as designed and existing functions are not adversely impacted.

Requirements:

• Ability to thrive in an environment that is developing and growing quickly
• Able to handle multiple tasks simultaneously; ability to deal with conflicting demands and prioritize tasks as needed
• Excellent organizational, time management, project management, analytical, problem solving, communication, and verbal & written presentation skills.
• Must be an effective team player; able to collaborate well on cross-functional teams.
• Broad range of experience within a number of functions including technology design and implementation, business process development, training and performance management, and workforce management analysis.
• Ability to overcome major obstacles and recognize early when issues should be escalated
• Proactively look for and request leadership opportunities.
• SAP - CCS and/or agent interface skills preferred.
• Strong project management skills and experience as well as relationship sales skills are preferred.
• Undergraduate degree from an accredited four-year college or university is preferred however, significant relevant work experience may commensurate.
• Over 2 years of experience in a call center or consumer services setting.

Apply today and be the key to a sustainable future!

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