Continuous Improvement Senior Analyst - Contact Centre Insights & Analytics

48759 - 
Markham - 
Rotation - 
Up to 24 months 
Hydro One is proud to be the largest electricity transmission and distribution provider in Ontario, serving nearly 1.4 million customers. We have a long history in the industry with our roots dating back over 110 years to 1906. Since then, we have worked to grow and evolve to meet the changing needs of our customers and communities across Ontario. Today, we’re focused on providing exceptional customer service and ensuring we are building safe communities where we live, work and play.
It’s an exciting time to join the team at Hydro One!
Job Function :  Continuous Improvement Senior Analyst - Contact Centre Insights & Analytics
The Continuous Improvement Senior Analyst is responsible for
identification, design and delivery of strategic process improvements throughout the business using Six Sigma methodology (Black Belt trained) to support a continuous process improvement culture. Support the business by improving the customer experience, creation of capacity, revenue generation and cost reduction. This individual must work effectively with their peers to ensure that an integrated approach is delivered through all business processes.
General Accountabilities:
-Perform business process analysis: Current state process analysis, current state performance and metrics, issue identification, root cause analysis, business case development, cost benefit analysis, and future state design.
-Identify opportunities
for improvement, recommend and implement optimal solutions; measure observed improvements; support process changes and reports
-Conduct
feasibility
analysis on improvement initiatives resulting from brain storming sessions, process reviews and management level requests
-Review and audit improvement initiatives to ensure compliance with
customer requirements and various process improvement efforts, methods and standards
-Develop, review and recommend modification to processes to improve effectiveness and efficiency
-Collaborate with various teams within and outside the organization regarding Continuous Improvements in the development of new practices and processes. Support teams working on Global initiatives including automation and process improvement projects
-Participate in the preparation of Operational execution plans, including resource and reporting requirements and metrics. Participate and support internal groups as required.
-Provide coaching to staff engaged in the Continuous Improvement program; staff include CI Analyst and team#s assisting with CI initiatives
-Utilize learned Lean Six Sigma and Project Management methodologies
-Perform complex analysis on customer/account data using Excel. Speech Analytics platforms, Access and other analytical tools
-Perform process mapping of current and future state processes
-Experience in GUI Automation using tools such as UiPath, SAP scripting, GuiXT required
-Provides expert advice and guidance on the implementation and coordination of new and enhanced information
           systems and applications. Provides training as necessary during the implementation on new and enhanced systems and applications.                  Identifies business enhancements, technology and processes to improve performance and reduce corporate costs.
      14.Leads information technology projects and assigns work activities to project staff. Develops and manages project plans, and resource                 requirements
 
At Hydro One we understand that the success and strength of our business rests with our people. When we develop their skills, we are investing in both their success and ours. To secure the best talent, we seek to create a workforce that reflects the diverse populations of the communities where we live and work and to create a culture based on safety, innovation and inclusiveness.
We are honoured to be recognized by Forbes in its list of Canada’s Best Employers for 2023.
Thank you for considering a career with Hydro One, we welcome applications from all qualified candidates. If you are having difficulty using our online application system and you need an accommodation due to a disability, Apply -a-
careershydroone. Hydro One will provide reasonable accommodation for qualified individuals with disabilities in the job application process.
Please note this email is only for accommodation requests. Resumes sent to this email address will not be considered.
Deadline: December 27, 2023
 
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