CONTINUOUS IMPROVEMENT ANALYST II (REMOTE)

What your background should look like:

Responsibilities:

• Work with management to define the short-term and long-term objectives and potential gains for the organization.
• Support the CC leadership team and cross functional partners in coordinating the deployment of TEOA (TE Operating Advantage) activities to meet BU goals.
• Support CC leadership team and cross functional partners in establishing and driving a culture of CONTINUOUS IMPROVEMENT throughout the function.
• Collaborate across functions to ensure consistent implementation of new, improved processes.
• Manage projects and project teams to drive CONTINUOUS IMPROVEMENT initiatives and execution of goals.
• Maintain and update all process related documents for reference purposes.
• Establish measurable criteria to enable process performance tracking. Ensure process performance is tracked and desired results are achieved.
• Manage the CONTINUOUS IMPROVEMENT pipeline and action plans.
• Initiate and drive activities to ensure CONTINUOUS IMPROVEMENT pipeline is replenished.
• Drive the cataloging and qualifying of opportunities and ideas.
• Work with CC Leadership to identify and address areas of process improvement.
• Continually review business processes to improve the Global Customer Care team efficiency.
• Monitor and solve all process issues and ensure timely resolution.
• Provide consultation / mentoring to team members and peers in the use of process improvement and problem-solving tools and techniques.
• Develop training plans and co-ordinate the delivery of training on new process and process updates.
Provide management with feedback on Key Performance Indicators in line with set priorities and timing targets.

Skills, Experience and Requirements:

• Bachelor's Degree or 3+ years of relevant experience.
• Strong background in customer care processes and a solid knowledge base.
• SAP SD & SFDC Case Management experience is preferred.
• Kaizen facilitator.
• Problem-solving skills and project Management skills with Continuous Improvement mindset.
• Capable of adapting to new systems. Forward thinker and a change agent.
• Good influencing skills. Able to influence others including those in more senior roles.
• Flexible to working in an international environment.
• Good communication skills (clear, concise oral and written presentations) and interpersonal skills.
• Proficient in Microsoft office tools including excel and mapping.

Competencies