Process Analyst

We are seeking a Process Analyst to join our team. The successful candidate will be responsible for reading and understanding statement of work for assigned accounts, ensuring support team adherence to contracted service support, and providing excellent customer satisfaction.

Requirements

• Read and understand statement of work for assigned account(s) and ensure support team adherence to contracted service support
• SLA performance & attainment
• Primary interface for area management
• Primary interface for customer
• Customer satisfaction as it relates to operations
• Continuous improvement
• Process documentation and adherence
• Training supervisors and process analyst
• Coaching and mentoring supervisors and process analysts
• Performance management for supervisors and process analysts
• Performance management for non-exempt employees
• Volume forecasting and staffing
• Cost to budget performance