Develops, researches, tests, and implements business process improvements, procedures, and system changes.
Evaluate business process changes to identify and document business impacts and benefits
Act as subject matter expert to provide business requirements for process improvements and system enhancements
Conduct effective interviews/research to determine and document the stakeholders, business needs, and requirements
Create and analyze workflow diagrams
Review technical design deliverables to ensure business objectives are reached
Provide training including identification of needs, development of materials, communications of changes, manuals, etc
Provide post-implementation support, such as problem resolution, adjustments to new procedures, and change management.
Develop presentations of materials, models, findings, plans, and/or conclusions
Continually looks for process improvement strategies
Job Specifications
Typically has the following skills or abilities:
Bachelor’s Degree in Business Administration or related field or equivalent experience
2+ years of experience in data gathering, research & analytics, problem identification, and presenting solution recommendations
Experience with financial and risk analysis, making recommendations, and preparing business cases including cost-benefit analysis
2+ years of experience using project planning techniques and methodologies
2+ years of business process analytics skills in Excel, flowcharting, activity diagrams, and workflow models
Understanding and ability to explain related IT systems and their impacts
Ability to multi-task and work in a team environment
Ability to effectively communicate information to a wide variety of technical and non-technical individuals or groups
Regularly exercises discretion and independent judgment the in performance of his/her job duties
Preferred Skills
Experience analyzing workforce data to identify trends, measure performance, and predict future outcomes.
Proven ability to align findings with organizational goals and objectives.
Strong skills in effectively presenting insights to stakeholders.
Demonstrated experience as a resource and point of contact for technical teams.
Proven track record of delivering and supporting system/process implementations.
Understanding of how changes impact contact center performance standards.
In-depth knowledge of contact center technical tools and forecasting programs.
Proven ability to develop and implement staffing models, hiring forecasts, and budget models.
Advanced proficiency in Verint, NICE, or other scheduling software applications.
Expertise in multiple approaches for short and long-term forecasting and hiring plan development.
Strong analytical and problem-solving skills.
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Compensation range for the role is listed below. Applicable salary ranges may differ across markets.Actual pay will be determined based on experience and other job-related factors permitted by law. As a part of the compensation package, this role may include eligible bonuses and commissions. For more information regarding VSP Vision benefits, please
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VSP Vision is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, gender, race, color, religion, sex, national origin, gender identity, sexual orientation, disability or protected veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
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