analyst - innovation and solutions iii.

job summary:
Supports development and implementation of solutions to improve processes for Contact Center agents and tools. Successful candidates will work collaboratively across the organization, including the operational teams in the field, to ensure project and initiatives are executable for frontline teams. Develop a deep understanding of customer and employee personas, workflow, difficulties, and processes to garner subject matter expertise. This role includes supporting experiences across the customer and Contact Center journey, including initial bookings, servicing of customers travel needs, including seats, refunds, flight changes, upgrades, policy and procedure clarification and more.

 
 
location: Chicago, Illinois
job type: Contract
salary: $52 - 56 per hour
work hours: 8am to 5pm
education: Bachelors
 
responsibilities:
- Collaboratively support key projects that improve the employee experience and drive customer satisfaction within the contact center experience

- Design and deliver solutions that bring an innovative approach and consider practical limitations

- Conduct in-depth analysis of existing business processes to identify efficiency gains and areas for improvement

- Map out current and future state processes, providing a clear vision for potential enhancements

- Manage project timeline and budget commitments effectively

- Support testing strategy for new processes and tools

- Keep leadership informed of project health through regular status updates and contribute in the development of executive level presentations

- Regularly spend time in the field to gauge operational needs and build relationships with Contact Center leaders to ensure priorities are appropriately aligned

- Collaborate with training, change management, and communications teams to develop and deploy informative and actionable materials to support project updates and deployments

 
qualifications:
- Bachelor's Degree or equivalent work experience


Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.