Qualifications:· Have excellent/proficient written and spoken communication skills in English.· Communicate effectively and efficiently across all levels of the organization.· BA/BS in Business or Technology required. · Minimum 5 years’ experience in business analyst role in call centers/customer service environments; direct experience in healthcare industry call centers a plus.· Experience in regional and global positions, including project management support required.· Minimum 5 years’ experience with contact center management systems such as Salesforce and with Social Media management.· Strong customer service orientation.· Creative and positive problem solver with strong analytical skills and ability to pinpoint problems based on analysis.· Demonstrated critical thinking skills.· Results-oriented with a willingness to take on responsibility and act with initiative.· Detail oriented and highly organized with the ability to manage multiple tasks with potentially shifting and conflicting priorities and deadlines.· Quick study who can adapt readily and easily to changes in priorities and business conditions.· Excellent written and verbal communication skills.· Strong project coordination skills, able to point team members to the appropriate person and/or documentation in the context of project related activities.· High degree of personal ownership of, and accountability for, all work products.· Strong team player with the ability to work independently with minimal supervision.Key Responsibilities:· Provide business analyst support associated with social media projects including system release, ensuring that all diverse stakeholder requirements are considered in the development of robust change management plans.· Coordinate change management projects, including managing requirements, stakeholder expectations, timelines, and project resources.· Support updating Work Instructions and SOPs required for the systems and processes that enable social media activities managed by Consumer Care.· Notify stakeholders of system change/addition requests and obtain appropriate approvals prior to processing requests within the necessary system. · Work collaboratively with Global Strategy & Solutions (GSS) Management Team to ensure alignment.· Exercise the highest level of integrity with performed responsibilities and tasks.· Investigate, troubleshoot and help resolve reported incidents including: identification of the root cause of the incident, solution proposals, and coordination of the implementation of these solutions working with Local and Global Business Owners and Technical Application Owners.· Coordinate with a diverse set of internal functional partners and external vendor partners to establish and deliver business objectives.This will be done across systems and include: • Defining business requirement to deliver efficient, accurate, consistent, and effective solutions to business problems.• Coordinating the maintenance of the systems and processes that enable social media management. • Assessing the impact of and supporting software-as-a-service (SaaS) releases.• Coordinating global and regional projects. • Coordinating periodic system review activities.• Acting as a business analyst for social media, systems and processes.
ManpowerGroup is the world leader in employment services for almost 70 years. Every day, we connect people to meaningful work. Whether you are just a fresh graduate trying to enter the workforce or a professional looking for a career change, we are here to help you navigate the world of work and make the experience better for you.About ManpowerGroupManpowerGroup (NYSE: MAN) has been the world’s workforce expert, creating innovative workforce solutions, for nearly 70 years. We connect more than 600,000 men and women to meaningful work across a wide range of skills and industries every day. Through our ManpowerGroup family of brands — Manpower, Experis, Right Management and ManpowerGroup Solutions — we help more than 400,000 clients in 80 countries and territories address their critical talent needs, providing comprehensive solutions to resource, manage and develop talent. ManpowerGroup operates in the Philippines through its wholly owned subsidiary Manpower Outsourcing Services Inc. (MOSI) and its local affiliate, Prime Manpower Resources Development, Inc. (Prime Manpower).About MOSIManpower Outsourcing Services Inc. (MOSI) is a wholly owned subsidiary of ManpowerGroup. We provide a continuum of staffing solutions to enhance business agility and competitiveness in an ever-changing world of work. At any given time, MOSI deploys 1800+ associates to its ever growing list of multinational clients.
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