Business Analyst

Business Analyst

This role shall be responsible for structuring data, review and analysis of information and documenting processes for the use of the business. He/ She shall be responsible for creating, analyzing and insighting on data gathered to help the business in its decision making

Job Responsibilities:

Monitor and report on contact center performance by analyzing call center statistics and results; AHT, ASA, service levels, FCR metrics, etc.Collaborate with business leaders to create dashboards, review metrics and performance indicators, effectively communicating innovative methods to resolve performance issuesDeliver timely and validated reports while identifying data anomalies and their respective causesAssists with the process to create monthly agent scorecards to measure employee productivity and performanceTo perform root cause analysis for the days the Process has missed its targets and suggest corrective actionCreate pre-defined reports & ad-hoc reports as per needAbility to Analyze trends to drive strategic, continuous improvementMaintain data and historical reports for trend and performance trends analysisBilling, HC maintenance and reconciliation, attrition, and other key metrics to be tracked that are key to successful operationsEstablish regular communication with clients and stakeholders to maintain consistency and streamlines processes, as well as to enhance business performance through continuous process improvementCreates custom reports in response to internal and external stakeholders requests.Closely monitors and creates overall program scorecards and performance with the assistance of Operations Manager and Program Coordinator. Maintains constant collaboration with cross-functional teams to achieve program / account objectives.Shares best practices within the assigned program/account and support team from onshore

Qualifications:

Bachelor’s Degree3+ years of Business Analyst experience3+ years of experience in process evaluation, process deconstruction, process improvement, solutioning, testing, and / or remediationPrevious experience in business analysis, reporting, problem identification, resolution and root cause analysisStrong stakeholder management and ability to build a strong partnership with internal and external clientsStrong verbal and written communications skills, as well as interpersonal skillsStrong project management, ability to successfully manage multiple tasks at any given pointDetail oriented, analytical and inquisitiveAbility to work independently and with othersExtremely organized with strong time-management skillsExperience in SQL, MS Access Database or Crystal ReportKnowledge in Excel Macro and Power Pivots is a plusKnowledge in PowerBI is a plus-