Business Systems Analyst I

As a member of the Centralized Support Services (CSS) Performance Insights and Engineering team you will work closely with the IVR Business Manager and Business Analysts to identify trends, key metrics, and new self service enhancements to better serve our customers.  This role involves producing performance optics and uncovering insights hidden within the data (IVR and environmental); explaining its relevance to non-technical business partners in a way that is actionable and comprehensible to them.

Specific responsibilities include:

• ·         Facilitates gathering business requirements by defining the business problem, identifying data requirements and isolating data elements

• ·         Assists in the development of business solutions

• ·         Leverages a basic understanding of multiple data structures and sources  to perform moderately complex data manipulation using standard data extraction and analytical tools and techniques

• ·         Develops intermediate business knowledge of the functional area and processes to understand the application of data information to support Call Center functions

• ·         Synthesize data from multiple sources to provide analysis findings and recommendations on driving IVR (telephone self-service) optimization and customer experience strategies

• ·         Present timely, compelling, fact based analysis, reports, and dashboards that explain the business “story” behind the data detailing what happened and why

• ·         Collaborate with other Business Intelligence team members to proactively identify opportunities to improve CCB KPIs

• ·         Strong understanding of Operations & Customer Experience drivers affecting goals

• ·         Preferred: 3+ years experience in an analytical or general data analysis/extraction experience

• ·         Preferred: 3+ years experience with SQL and/or SAS

• ·         Displays an understanding of the connection between business operations and analytics

• ·         Experience applying data information to support business functions

• ·         Demonstrated application of innovative approaches to address business problems and solutions

• ·         Preferred: 3+ years working knowledge of Contact Center operations and technology solutions

Technical Skills:

• ·         Experience with Business Analysis, Problem Identification & Problem Resolution

• ·         Intermediate knowledge of Excel and PowerPoint

• ·         Strong written and verbal communication skills; ability to present data and its implications in a clear, concise manner to senior management

• ·         Strong Teamwork, Customer Engagement Skills

• ·         Very analytical mindset and detailed-oriented

• ·         Ability to manage multiple analyses and work efforts in parallel