This is a Fully Remote Job
About Our Client:
The organization operates within the hospitality industry, focusing on enhancing customer care and reservations services. It addresses the challenge of delivering personalized and high-quality guest experiences in a digital environment by leveraging process improvement and operational excellence within their contact center. The team supports a high volume of interactions and aims to continuously optimize processes to improve service delivery.
About the Opportunity:
The PROCESS IMPROVEMENT ANALYST role is designed to drive enhancements in business processes within the customer care contact center. This position plays a key role in analyzing current workflows, identifying inefficiencies, and implementing improvements that contribute to more effective and seamless customer service operations. The analyst supports new project rollouts and works collaboratively across teams to ensure operational readiness and alignment.
Responsibilities:
Design end-to-end business processes, workflows, and operating models including swim lanes, RACI charts, and control plans
Conduct process reviews and root cause analyses
Analyze data to identify opportunities for continuous improvement
Facilitate workshops and working sessions for process alignment and operational readiness
Identify operational impacts, dependencies, risks, and requirements for corporate initiatives
Manage process improvement projects from discovery through implementation and post-launch review
Collaborate with other process experts to deliver process maps and documentation
Requirements:
Minimum one year of experience in operations, project management, or business process roles
Experience in creating and interpreting process maps, workflows, and documentation using tools such as Visio or similar
Proficiency in PowerPoint, Excel, and data visualization tools
Preferred Qualifications:
Two years of experience in high-volume contact center operations or process management
Experience analyzing contact center data for trends and process improvements
Six Sigma or other process methodology certification
Experience with Agile methodology, Scrum, or Jira
Pay Range and Compensation Package:
The pay range for this role is $52,500 – $75,000, determined based on applicable and specialized experience and location
Eligibility to participate in an annual incentive (bonus) plan consistent with peers at the same level
Benefits & Perks:
Medical insurance
Dental insurance
401(k) retirement plan
Paid maternity leave
Paid paternity leave
Equal Opportunity Statement:
Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.