JOB SUMMARY
The Business Analyst - Process & Data within Operational Readiness provides direct support to process improvement and standardization initiatives within Customer Service Operations. The analyst makes recommendations for business and process improvement. The analyst works with business users to understand requirements/expectations and facilitates the interaction with different functional groups within the organization. This includes evaluation of the current state, gap analysis, recommendation development, and coordination of operational deployment needs including training, reporting, and monitoring of the customer and CSR experience throughout deployment.
MAJOR DUTIES AND RESPONSIBILITIES
Analyze, define, and develop complex organization's business process methods and practices to simplify and enhance the customer experience
Act as a process improvement practitioner by leading efforts to enhance processes, reduce waste and increase effectiveness
Provide regular readouts on initiative progress to the Manager/Director/Vice President of Operational Readiness
Research best business practices within and outside the organization to establish benchmark data
Assess requirements for internal business processes, ensuring compatibility with organizational strategic goals
Implement new processes, evaluate existing processes, and recommend optimal solutions and improvements
Partner with business process owners and management on strategic initiatives with minimal guidance
Communicate team progress
Perform other duties as requested
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Strong written and verbal communication and presentation skills
Ability to prioritize, organize and multitask effectively
Ability to self-train and pick up new skills quickly
Proficient use of PC software applications (Access, Excel and PowerPoint)
Ability to create and maintain spreadsheets
Commitment to quality service through appropriate follow through, urgency and persistence
Strong analytical skills and the ability to present information in an understandable format
Ability to effectively consult with department managers and leaders
Moderate knowledge of telephone billing systems (CSG, CRM, ICOMS - Preferred)
Education
Bachelor's degree in Business or related field or equivalent experience
Related Work Experience and Number of Years
3 years experience Business Analyst/Data Analyst experience
2 years experience overall general systems and applications experience
2 years experience in Customer Service/Call Center Operations
PREFERRED QUALIFICATIONS
Related Work Experience and Number of Years
1 year experience general cable industry
WORKING CONDITIONS
Office environment with occasional travel
BGN319 331521 331521BR