Business Process Analyst – Customer Ops


Client Reference Code: 205411
The Business Process Analyst within Operational Readiness is responsible for driving process improvement and standardization efforts for Customer Operations. Possesses expertise in the business unit(s) supported as well as an understanding of tools and systems used by the call center operations. Conducts process mapping, provides complex analysis services, develops recommendations and translates user needs into detailed requirements allowing Shared Services to deliver an appropriate solution. Works independently with minimal supervision.

Actively and consistently support all efforts to simplify and enhance the customer experience.

Maintain open lines of communication between call center and field service, ensure that information is shared in both directions and any service issues are resolved promptly

Ensure all data and reporting meets business requirements prior to implementation

Analyze business operations to understand strengths and weaknesses in order to determine opportunities to automate processes and functions.

Assist in business process redesign and documentation as needed for implementation.

Provides additional data analysis, forecasting and development of ad hoc reports as required.

Provides data and recommendations for the development of channel specific incentive programs.

Work with business partners within one business function to align technology solutions within business strategies.

Assist Project Managers in development of project plans and use associated project planning tools as needed.

Conduct feasibility studies to assess cost/benefit, efficiency and technical viability of solutions to business problems.

Analyze business processes, functions, and procedures to determine most effective business systems software to meet the needs of the organization.

Establish specifications and objectives based on business requirements and cost effectiveness; provide recommendations to management personnel.

Collaborate with management in systems development and design.

Thorough knowledge of the operational components related to processes, procedures and call handling tools.
Demonstrated willingness to assist customers and enthusiasm to learn and adapt to change.

Lead and foster a culture of consistency, accountability and continuous improvement.
Identify and implement process improvement opportunities to ensure customer satisfaction, one call resolution and retention of our customer base.

Perform other duties as assigned.

Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to prioritize, organize and multitask effectively
Strong analytical and problem-solving skills
Process mapping and gap analysis skills
Mature judgment and individual initiative; ability to make sound decisions under pressure
Excellent presentation skills with small- to medium-sized groups
Proficiency with PCs, Microsoft Windows, Excel, Word, PowerPoint and Project
Ability to perform analysis using moderately complex databases
Ability to extract data and write queries
Ability to analyze and interpret data from multiple sources
Thorough knowledge of the operational components related to running a call center, including all of the infrastructure technologies, processes, procedures and call handling tools

Bachelor’s degree in business administration, computer science or related field

Related Work Experience
Procedural documentation and project implementation experience
Experience in leading critical business changes across a large organization
Proven track record of developing staff and maintaining a high level of employee relations

Skills/Abilities and Knowledge
Demonstrated project management and leadership abilities
Six Sigma/Lean certification(s)

Not applicable

Related Work Experience
5 years of call center/customer care operations management experience

Normal office conditions

Job Code : TWCBOP380 Business Analyst – Cust Ops Exempt


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