Customer Experience Business Solutions Analyst III Job in Houston 77001, Texas Us
I. Job Summary
Recognized across the organization for a combination of both service and sales business expertise and sought as a resource for resolution of unique or complex business problem and the development of solutions for new business opportunities within customer experience. Provides the highest level of business expertise in a call center environment, while conducting highly complex business process analyses, needs assessments, and preliminary cost/benefit analyses in an effort to align customer focused business solutions with the company strategy and initiatives. This position requires a strong change agent with the ability to influence others across the Company to adopt newly re-engineered processes into all Waste Management (WM) customer experience business units.
II. Essential Duties and Responsibilities include the following. To perform this job successfully, an individual must be able to perform the assigned essential duties satisfactorily. Other minor duties may be assigned and duties may vary by department.
- Works with management, project team, and individual team leaders by contributing strategic vison and integrating a broad range of ideas regarding customer focused business solutions development.
- Coordinates and integrates multiple enterprise customer experience solutions projects with a large scope and complexity in an environment for business change.
- Contributes high level expertise in business processes and systems analysis while considering the business implications to the current and future business environment within the WM call centers.
- Responsible for deliverables, cost, schedule and quality of one or more enterprise solutions projects.
- Plans projects, allocates and directs Area leadership, staff, and other resources to accomplish project tasks and maintain control over the project(s).
- Works with internal and external customers, Area leadership suppliers and other partners to resolve problems, respond to suggestions for improvement and enhancements, test, refine and institutionalize solutions.
- Drives the project(s) and the organization toward achieving positive business results.
- May act as a source of direction, training and guidance for less experienced staff demonstrating coaching, mentoring, and leadership skills
- Call center experience preferred
- Able to take initiative and multitask
- Being able to present training to diverse groups within call center environment
- Create/modify/present various levels of training material
- Provide 1-on-1 coaching feedback and develop performance plan
- Analyze data and be able to communicate clearly the philosophy behind results
III. Supervisory Responsibilities
This job has no direct reports, but may occasionally be responsible for delegating assignments and tasks on a project basis. Also, may be assigned coaching/mentoring tasks to help develop less experienced team members.
IV. Qualifications
The requirements listed below are representative of the qualifications necessary to perform the job.
A. Education and Experience
Required: Bachelor's Degree or equivalent experience and five years of increasingly responsible experience. Must be able to travel regularly.
Preferred: Bachelor's Degree and five or more years of related experience.
B. Certificates, Licenses, Registrations or Other Requirements
Preferred: PMI Certification.
C. Other Knowledge, Skills or Abilities That Contribute to Success
Effective communicator with the ability to lead and influence others.
D. Key Competencies
Aligning Performance for Success - Focusing and guiding others in accomplishing work objectives.
Building Partnerships - Identifying opportunities and taking action to build strategic relationships between one's area and other areas, teams, departments, units or organizations to help achieve business goals.
Building Trust - Interacting with others in a way that give them confidence in one's intentions and those of the organization.
Coaching and Developing Others - Providing feedback, instruction and development guidance to help others excel in their current or future job responsibilities; planning and supporting the development of individual skills and abilities.
Decision Making - Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequences.
Facilitating Change - Encouraging others to seek opportunities for different and innovative approaches to addressing problems and opportunities; facilitating the implementation and acceptance of change within the workplace.
High-Impact Communication - Clearly and succinctly conveying information and ideas to individuals and groups in a variety of situations; communicating in a focused and compelling way that drives others' thoughts and actions.
Planning and Organizing - Establishing courses of action for self and others to ensure that work is completed efficiently.
Strategic Decision Making - Obtaining information and identifying key issues and relationships relevant to achieving a long-range goal or vision; committing to a course of action to accomplish a long-range goal or vision after developing alternatives based on logical assumptions, facts, available resources, constraints, and organizational values.
V. Work Environment
Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
- Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc.) most of the work day;
- Required to exert physical effort in handling objects less than 30 pounds rarely;
- Required to be exposed to physical occupational risks (such as cuts, burns, exposure to toxic chemicals, etc) rarely;
- Required to be exposed to physical environment which involves dirt, odors, noise, weather extremes or similar elements rarely;
- Normal setting for this job is an office setting.
- Travel is required and may vary 50 to 90% based on the assigned project requirements.
Additional Information:
- Travel Percentage: 15%
