Designated office: Young Tower 6080 Young Street, Halifax, NS
This position is 100% on-site from the designated office
Eastlink is a family owned, entrepreneurial and innovative company headquartered in Halifax, Nova Scotia. We take great pride in being a leader in delivering creative competitive, customer focused telecommunications solutions, and connecting our customers to the things and people that matter most. Serving a customer base across seven provinces, our advanced solutions include Internet, Mobile, TV, Telephone, Security and Automation, Data Communications and exclusive locally produced programming on Eastlink Community TV.
We embrace diversity, inclusion, equity, and accessibility throughout all levels of the organization and encourage members of equity groups to self-identify during the application process.
Reporting to the Senior Manager, the Process Analyst is responsible for supporting and coordinating the launch, and continuous improvement of new system, process, and knowledge initiatives across all five lines of business.
This role provides centralized process ownership to ensure new programs and changes are clearly defined, efficiently implemented, and consistently executed. A key focus of the position is maintaining accurate, up to date employee resources that enable frontline teams to deliver high quality and consistent customer experience.
The Process Analyst works closely with business stakeholders, technology partners, and execution teams to develop effective solutions, align on requirements, and ensure joint accountability for successful outcomes. This includes analytical work, process improvement, change management, and project coordination, with a strong emphasis on customer and agent impact.
Duties & Responsibilities • Analyze business requirements and processes, including business use cases and process models, to drive process improvements and deliver consistent, high quality customer experience. • Oversee change management, defining business scope and implementation plans, contributing to training needs analysis and ensuring changes are properly documented. • Key contributor and publisher for our frontline knowledge tools. Own and maintain Tech Support process and troubleshooting content. Partner with Tech Support, Ops, and Technology teams to reflect changes in tools and workflows. • Collaborate with cross-functional teams to evaluate customer feedback and translate insights into actionable improvements. • Assist in the development of policies, procedures and strategies to support our business objectives and minimize risk by providing comprehensive analysis and understanding of all impacts to frontline agents and customers. • Access, analyze, and recommend changes to tools, systems, workflows and processes to ensure they are efficient and effective as enablers to world-class customer care. • Manage day-to-day needs of initiatives and maintain project plans and timelines as necessary to meet changes in scope or requirements. Proactively identify opportunities for improvement and efficiencies. • Analyze, review and recommend operational changes including business process improvement, customer and agent impacting changes and technology projects through design/development to implementation and post-implementation phases.
EXPERIENCE & QUALIFICATIONS • One to three years of experience in a Process/Business Analyst or similar position. • Experience and interest in analyzing data and identifying trends. • Advanced analytical and computer skills (Microsoft Office – Word, Excel, Power Point). • Experience with Web development would be considered an asset. • Demonstrated analytical, problem-solving, negotiation, and communication skills both written and verbal. • Highly detail-oriented and organized. • Proven teamwork and collaboration skills. • Strong priority and time management skills. • Project Management would be considered an asset • A passion for Customer Experience and for realizing our vision of creating excellent and efficient customer service.
Why Choose Eastlink? Eastlink operates in a culture of continuous improvement through listening, learning, and adapting, which enables us to respond quickly to the evolving needs of both employees and customers. We recognize that our truly greatest competitive edge is our people and that delivering a great customer experience begins with a great employee experience. Our philosophy of developing and training our team “on the ground” not only helps to create a strong onboarding experience but also readies employees for future growth opportunities within the organization.
Get your career started with us and stay with us, your journey begins here!
