Process Improvement Analyst
ShopNBC - Eden Prairie, MN

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Job Description:
OVERVIEW
Provide analysis and support to the Corporate Customer
Service Department by developing a deep knowledge of the
current Customer Service processes and working with
appropriate areas of the organization to assist and
document Customer Service improvement initiatives and
projects. The analyst is responsible for Corporate
Customer Service contact reduction analytics, reporting
and documentation of changes as well as other cross
functional process improvement analytics.
ESSENTIAL JOB FUNCTIONS
  • Provide analysis by reviewing Customer Service
contacts, policies and contact cost
  • Maintain Contact Reduction Resolution log
  • Monitor daily, weekly and monthly metrics to
identify and lift up customer impact issues
  • Document current and future standards and processes,
indentifying opportunities for improvements
  • Assist with documenting system changes/ maintenance
as needed
  • Assist with corporate communication on contact
reduction changes, training initiatives to support
contact reduction and overall contact reduction
analytics
  • Conduct research and studies to assess processes.
EX. time studies, work load assessments
  • Create work flows to outline existing and proposed
changes for cross-functional processes
  • Work closely with all departments within ShopNBC
Job Requirements:
QUALIFICATIONS / KNOWLEDGE, SKILLS & ABILITIES
  • Bachelors degree or equivalent experience
  • 3-5 years experience in a Customer Service or
related role required.
  • Excellent analytic and problem solving skills.
  • Proficient in excel.
  • Experience with Microsoft Access and SQL
  • Experience with data warehouse and writing of
queries to extract data.
  • Excellent written and verbal English communication
skills.
  • Strong business acumen.
  • Strong presentation skills.
  • Retail Experience a plus.
  • Project Management experience a plus.

ShopNBC - 21 months ago - save job - copy to clipboard - block
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About this company
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Shopaholic insomniacs tune to ValueVision Media's live, 24-hour, at-home shopping channel. Its ShopNBC unit, which trails industry...