Process Optimization Analyst

Join an organization dedicated to enhancing the customer experience through innovation, collaboration, and continuous improvement. Work in an environment that balances flexibility with connection, while contributing to high-impact initiatives that shape call center operations. Play a key role in elevating performance across multiple business units in a large, dynamic setting.

Primary Services is excited to announce the role of Process Optimization Analyst for a major enterprise client. This role supports large-scale operational excellence efforts across inbound sales, customer retention, and care environments. The position offers the opportunity to analyze business processes, implement system enhancements, and partner with cross-functional teams to ensure new products, services, and technologies are seamlessly introduced without disrupting call center performance or customer satisfaction.

Responsibilities

• Perform and document impact assessments for business rule and process improvement changes across Customer Care.
• Identify improvement opportunities and document technical system and process requirements to enhance operational efficiency and resolve global issues.
• Create detailed business requirements or user stories including screen design, system rules, and use-case scenarios.
• Prepare and deliver business cases supported by data analysis.
• Provide analytical and technical support related to internal processes and system capabilities.
• Create and execute test cases to validate new system functionality and ensure existing processes are not negatively affected.
• Obtain cross-functional support and approvals for system and process changes.
• Document agent processes, step actions, and scripting, and prepare communications for Customer Care teams.
• Develop training requirements, materials, and assist with training delivery for representatives, supervisors, and management.
• Work within IT Change Management processes to ensure timely implementation of system and process enhancements.
• Serve as liaison between Customer Care and other business units.
• Maintain ongoing relationships with internal customer-facing groups and Back Office teams to support timely issue resolution.

Qualifications

This role offers an opportunity to drive measurable improvements in a fast-evolving environment, making a significant impact on both customer experience and operational performance.