Customer Service Business Process Analyst

Description

JOB RESPONSIBILITIES:

· Identify, analyze and implement opportunities for process improvement to enhance efficiency, reduce costs and improve quality.

· Lead cross-functional teams in the development and execution of continuous improvement projects.

· Develop and maintain metrics to track the effectiveness of improvement initiatives.

· Evaluate and implement new technologies and automation solutions to streamline processes and enhance productivity.

· Collaborate with IT and other departments to integrate new tools and systems.

· Design and document business processes to ensure alignment with organizational goals and best practices

· Conduct process mapping and analysis to identify inefficiencies and develop improvement strategies.

· Ensure process changes are communicated effectively and all stakeholders are trained accordingly.

· Manage projects from initiation to completion, ensuring they are delivered on time and within scope!

· Work closely with various teams to understand their needs and provide solutions that enhance their workflow.

· Foster a culture of continuous improvement and innovation within the department.

Requirements

MANDATORY REQUIREMENTS:

· 5 years of experience in Transport Customer Service Role

· Ability to learn and practice procedures when trained.

· Strong communication and interpersonal skills with the ability to work effectively with all levels of the department.

· Excellent time management skills

· Excellent analytical, problem-solving and decision-making skills

· Detail oriented.

· Demonstrate comfort with uncertainty or ambiguity and exhibit a bias for action

· Ability to work in a team environment, cultivate strong relationships, and work independently

· Ability to stay calm, positive, helpful, and optimistic in a fast-paced, sometimes stressful environment.

· Computer proficiency, Microsoft products, and the ability to quickly learn new applications

· Fluent in English both in speech and writing. 

· TMS experience.