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At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. There's something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams. Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online. We're energized by new challenges and new possibilities-and we're just getting started!
The Process Improvement (PI) Associate is responsible for implementing business initiatives throughout, and in support of all Customer Operations teams. All activities and initiatives will focus on specific business needs identified by PI Analysts and/or COPS leadership. They will work closely with leaders to review, analyze, and recommend changes in business processes (technology, systems, knowledge base, product, etc.) that drive positive results and customer satisfaction. The Process Improvement Associate will also perform random call/chat monitoring to identify opportunities for process improvements. They will analyze and trend data in order to present results to leadership, along with proposed changes for improvement.
What you'll do:
- Partner with PI Analysts and leadership to implement key Customer Operations projects to improve processes, productivity, quality, and customer service standards
- Lead meetings; Create and deliver presentations to leaders in Customer Operations
- Review and evaluate customer interactions (phone/chat) for process improvement opportunities
- Conduct root cause analysis in support of opportunities to improve customer experience and satisfaction
- Create Salesforce Requirement documents that include detailed use cases and user stories for any change requests
- Perform UAT testing of change requests and ensure stakeholders have clear communication on roll out plans
- Maintain familiarity with product features and Customer Operations' processes and resources across the customer lifecycle in order to appropriately identify gaps for improvement and propose appropriate steps for a solution as a Subject Matter Expert
Who you are:
- +1 years of experience within a call center environment; Constant Contact preferred
- Ability to work effectively in a team oriented, high demand and fast paced environment while maintaining a professional and positive manner
- Ability to maintain high level of confidentiality and work with highly sensitive data and information
- Demonstrated change management aptitude and ability; takes a proactive role to bring about change
- Demonstrated organizational, detail orientation, prioritization and time management skills to meet tight deadlines in an environment of frequent interruptions and competing priorities
- Analytical skills; must be able to gather data in various formats, identify meaningful conclusions and make solid recommendations which support the call center
- Solid communication skills to clearly and concisely express ideas verbally and in writing and to effectively interact with various levels of management in a calm professional manner
- Ability to proactively develop and maintain solid business partnerships to ensure success in balancing the department and customer needs with the expectations of the organization and ensure needed business outcomes
- Solid understanding of internal tools and resources including Microsoft and GSuite required; proficiency with tables, graphs, formulas, rules, pivot tables preferred
- Experience with Salesforce, Five9, Verint, QeyMetrics, and Google Sites preferred
Why You'll Love Us:
- We celebrate one another's differences. We are proud of our culture of diversity and inclusion, and we're always working hard to strengthen and improve this culture. We have programs in place that bring us together on important issues and provide educational opportunities for all employees.
- Join the experts. If you're passionate about supporting businesses and organizations, you won't find a better spot to share your talent. We're dedicated to improving the quality of our product from a customer standpoint and have a true desire to enable the success of businesses, non-profit organizations, and community groups.
- You'll have opportunities to grow your career. We encourage and support our team members to learn different aspects of the business, take on stretch assignments, seek coaching opportunities and professional development opportunities.
- A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family
At Constant Contact, we're all about work flexibility and are proud to serve our customers as a hybrid workforce. Our hybrid work model combines the convenience of remote work with access to our great office locations to collaborate in-person, participate in live trainings, and socialize with colleagues.
Application Deadline: 30 days. We may fill this job opening prior to the deadline if a candidate is selected by us.
Constant Contact is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, genetic information, veteran status or any other status protected under applicable law. If you require accessibility assistance applying for open positions, please contact talentacquisition@constantcontact.com.
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
Notice to Recruiters and Staffing Agencies:
Constant Contact has an internal talent acquisition department and designated career site for individuals looking to join our team. Constant Contact will not accept unsolicited resumes from any external recruiters, staffing firms, search agencies or any fee-based referrals. Any unsolicited resumes sent to directly to Constant Contact, in any capacity will be considered property of Constant Contact. Constant Contact will not pay a fee for any placement resulting from the receipt of an unsolicited resume.