Kelly Services Business Process Analyst - Greenwood Village, CO in Greenwood Village, Colorado

Business Process Specialist – Greenwood Village, CO


Responsible for the review and resolution of discrepancies between billing and contract terms for Business Class customers. Develops and maintains standard documentation and process, quantitative explanation of relevant data and ongoing recommendations of alternatives and solutions. Has in-depth experience, knowledge, skills and works with moderate guidance. Provides revenue analysis support, discount monitoring, and subscriber-reporting issue resolution to various departments within the Company.

Core Responsibilities:

  • Identifies system and process errors, perform root cause analysis (RCA) to determine errors, and provide recommended systematic enhancements or process improvement to fix the error.

  • Provides coaching to agents and supervisors on use of system and processes to enhance the internal and external customer experience

  • Pro-actively identifies and analyzes trends or gaps that create unnecessary transactions in the business and partners or leads in developing and implementing process improvements by partnering cross- functionally with leaders.

  • Operates as a Subject Matter Expert (SME) within the Division Shared Services organization, sharing best practices with team members to promote the highest quality experience.

  • Develops and presents idea for process improvement as well as supporting others in the development of ideas to foster a culture of innovation.

  • Partners with other departments and provides feedback to increase process stability and improve the customer experience, internally and externally

  • Consistently meets or exceeds established goals and performance metrics.

  • Supports and contributes to a collaborative team environment; continuously learning new skills to ensure operational efficiencies.

  • Follows established troubleshooting procedures, effectively using the appropriate resources and desktop tools.

  • Overcomes concerns and resolves customer complaints through active listening, empathy, professionalism, and problem solving to increase satisfaction and foster long-term customer loyalty.

  • Follows company policies and procedures while applying sound judgment to match customer need with organizational need.

  • Follows established escalation procedures to expedite prompt resolution.

  • Provides exceptional customer service to both external and internal customers.

  • Performs additional Business Operations duties and tasks as required.

  • Consistent exercise of independent judgment and discretion in matters of significance.

  • Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.

  • Experience working with CSG Billing system is preferred.

  • Other duties and responsibilities as assigned.

If you are interested in this role, then please feel free to reach out directly to: or 720-863-7864

Why Kelly ® ?

With Kelly, you’ll have direct connections to leading IT organizations in the best companies around

the globe—offering you the chance to work on some of today’s most intriguing, innovative and high-

visibility projects. In a field where change is the only constant, our connections and opportunities

will help you take your career exactly where you want to go. We work with 95 of the Fortune 100™

companies, and more than 3,000 IT hiring managers turn to us each year to access the best talent:

people like you.

Last year we found 8,000 opportunities for IT professionals. Let us help advance your career


AboutKelly Services ®

As a workforce advocate for over 70 years, we are proud to directly employ nearly 500,000 people around the world and have a role in connecting thousands more with work through our global network of talent suppliers and partners. Revenue in 2017 was $5.4 billion. Visit and connect with us on Facebook, LinkedIn and Twitter .

Kelly Services is an equal opportunity employer including, but not limited to, Minorities, Females,

Individuals with Disabilities, Protected Veterans, Sexual Orientation, Gender Identity and is

committed to employing a diverse workforce. Equal Employment Opportunity

is The Law.