Under the direction of the Vice President of Operations, the Process Improvement Management Analyst (PIMA) will direct a corporate-wide effort to measure, study, and implement process improvement programs throughout the organization.
The position fulfills the operational and strategic needs of AMT by analyzing the efficiency, compliance, technology-resources, and staff allocations utilized in achieving organizational objectives. The PIMA is responsible for working with all departments to identify, communicate, document, and facilitate implementation of continuous improvement practices based on data analytics. The PIMA will be solely responsible for development, analysis, interpretation and visualization of the process analysis findings and proposed changes with regular re-evaluation via data tracking. This position will provide critical communication relative to process change, service availability, and necessary staffing resources to internal and external customers, as needed. The PIMA will be the key stakeholder in the implementation of standards as required for industry accreditations, primarily focusing on the Communications Center. This position plays an integral role in relationship building between AMT and external customers.
Responsibilities:
- Study, revise, and document AMT processes for handling operational tasks.
- Assist department heads and leaders in identifying, designing, documenting, training, and implementing process improvement solutions.
- Periodically assess and recommend modifications to workflow and staffing allocations.
- Evaluate customer relationships with internal and external stakeholders and make recommendations for improvement.
- Assist leadership to identify strategic business platforms and liaise with IT.
- Solicit continual feedback on any current practices to determine usefulness, acceptability, and sustainability.
- Monitor quality parameters set by current and future contractual obligations.
- Develop effective solutions to improve the quality and efficiency of AMT’s business units and service lines.
- Implement initiatives to make end-to-end call center processes more effective for employees and customers.
- Revise, as necessary, AMT’s training and on-boarding process for call center team members.
- Continuously update and create dashboards to enhance end-user comprehension of accurate and timely operational KPIs.
- Assists with the review and documentation of standard operating procedures and the development and documentation of newly implemented policies.
