Process Improvement Analyst at Eversource supporting Gas Operations in Connecticut and Massachusetts. Focus on incident investigation and process efficiency to enhance safety culture.
About the role
- Senior Knowledge Operations Specialist overseeing the clarity and comprehensiveness of Marketplace Support Knowledge Bases. Champion best-in-class content processes for agent experience.
Responsibilities
- Develop and maintain clear, agent-facing process documentation including SOPs, guidelines, process maps, and decision trees for the Care knowledge base
- Conduct regular content reviews to ensure clarity, accuracy, and ease of use
- Champion best-in-class knowledge design principles to improve efficiency and resolution quality
- Use data and insights to identify gaps, pain points, or opportunities for automation
- Leverage key metrics to prioritise knowledge initiatives and measure the impact of improvements
- Recommend and implement process improvements to optimise both agent and customer experience
- Build and maintain reporting to give stakeholders visibility into content usage, agent engagement, and satisfaction
- Partner with cross-functional teams (Operations, Product, Marketing) to translate business requirements into clear agent-facing content
- Collaborate with third-party vendor partners and encourage feedback loops to improve content quality
- Support teams through process rollouts, ensuring smooth transition and adoption
Requirements
- Proven experience designing and managing processes in a contact centre or support operations environment.
- Strong background in process improvement methodologies (Lean, Six Sigma, or Agile preferred).
- Ability to translate complex requirements into clear, structured knowledge content.
- Strong analytical skills; comfortable using data to make decisions and influence stakeholders.
- Excellent written and verbal communication skills, with strong attention to detail.
- Experience working cross-functionally on a global scale or in a fast-paced, complex environment.
- Additional languages (French, Italian, Dutch or Arabic) are a plus, but not required.
Benefits
- healthcare
- well-being
- parental leave
- pensions
- generous annual leave allowances
- time off to support a charitable cause of your choice
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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