What are the responsibilities and job description for the Contact Center Process Excellence Analyst position at Community Choice Credit Union?
Contact Center Process Excellence Analyst
Compensation: Starting at $65,000/annually
Sponsorship: This position is not eligible for immigration sponsorship
Join Our Team as a Contact Center Process Excellence Analyst!
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.
📄 Formal Application:
The formal application can be found attached to this posting. Please review and complete it to take the next step toward joining our team!
What You’ll Do
Process Excellence & Continuous Improvement
- 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
Technology & System Administration
- 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
Reporting & Analytics
- 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
Process Documentation & Training Support
- 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
Implementation & Project Leadership
- 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
What You Bring
Education
- High School Diploma (required)
- Associate or Bachelor’s Degree (preferred)
Experience
- 2–3 years of contact center operations or related experience (required)
- Experience with contact center platforms (RingCentral, GLIA, or similar) (preferred)
- Experience with reporting and data tools (Power BI, Excel, or similar) (preferred)
Skills & Abilities
- 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
Why You’ll Love It Here
- 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
Ready to Make an Impact?
Apply today and help us continue delivering The Good Kind of Different for our members and our team.