Contact Center Process Excellence Analyst
About The Position
At Community Choice Credit Union, we believe in helping our neighbors achieve the life they desire. By living out our core values—committed, credible, charitable, and united—we create meaningful experiences for both our members and our team. We’re looking for a detail-driven, analytical problem solver who thrives at the intersection of process, technology, and data. As our Contact Center Process Excellence Analyst, you’ll play a key role in optimizing how our Member Contact Center operates—improving systems, enhancing performance, and driving continuous improvement. If you’re passionate about turning insights into action and building smarter, more efficient processes, we’d love to meet you.
Requirements
- High School Diploma (required)
- 2–3 years of contact center operations or related experience (required)
- Strong analytical mindset with attention to detail
- Experience with data visualization and reporting tools
- Knowledge of process improvement methodologies (Lean, Six Sigma, DMAIC)
- Strong documentation and organizational skills
- Ability to translate business needs into technical solutions
Nice To Haves
- Associate or Bachelor’s Degree (preferred)
- Experience with contact center platforms (RingCentral, GLIA, or similar) (preferred)
- Experience with reporting and data tools (Power BI, Excel, or similar) (preferred)
Responsibilities
- Analyze, document, and improve contact center processes using methodologies like Lean, Six Sigma, and DMAIC
- Develop process maps, flowcharts, and swim lane diagrams to drive clarity and efficiency
- Administer and optimize platforms such as RingCentral Contact Center, WFM, Quality, GLIA, and Bamboo KM
- Configure IVR scripts, call flows, routing rules, and queues
- Manage user access, permissions, and system configurations
- Troubleshoot system issues and partner with vendors for resolution
- Support digital channels including chat, chatbot (GVA), and self-service tools
- Build and deliver daily, weekly, and monthly performance reports and dashboards
- Develop and maintain Power BI dashboards with clear, consistent design
- Conduct deep-dive analyses to support operational decisions
- Track and report on continuous improvement initiatives and outcomes
- Create and maintain Standard Operating Procedures (SOPs)
- Develop training materials and system guides for team members
- Maintain process documentation, ownership tracking, and audit readiness
- Support knowledge management initiatives and Bamboo KM administration
- Lead process and technology implementations from planning through execution
- Coordinate testing, user acceptance, and issue resolution
- Support change management, communication, and training efforts
- Partner cross-functionally to ensure smooth adoption of new processes and tools
Benefits
- Be part of a mission-driven organization that puts people first
- Opportunity to drive real impact through process and system improvements
- Collaborative, supportive team environment
- Growth and development opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
101-250 employees
