Business Analyst

Overview:

Responsible for in-depth analysis of client- or program-specific business needs and the design, development, and delivery of solutions to meet those needs. Focused on continuous process improvement, execution, and delivery.

Functional Responsibilities

1. Accountable for analysis, implementation, documentation, testing, and communication on simple to moderately complex projects.
2. These may include: Requirements definition, Input on assessment and planning activities, Business case development, Risk assessment and mitigation, Stakeholder update presentations, User interfaces and process design, Continuous alignment to program/account scope, Communication on individual components of program(s) or account(s)
3. Provides cost-effective solutions that allow for rapid product and service introduction, are scalable, and enhance the customer experience while ensuring data integrity and maintaining system stability.
4. Responsible for the timely resolution of support issues involving internal systems and processes.
5. Establishes regular communication with onshore counterparts to maintain consistency, streamline processes, and enhance business performance through continuous process improvements.
6. Closely monitors and creates overall program scorecards and performance metrics with the assistance of the Operations Manager and Program Coordinator.
7. Maintains constant collaboration with cross-functional teams to achieve program/account objectives.
8. Shares best practices within the assigned program/account and support team.
9. Submit required reports on time, attend meetings, and liaise with Global Operations teams as required (including handling sensitive data).
10. Maintain monthly and weekly updates for Client Services reporting, as well as collect and distribute required documents.
11. Collaborate with multiple stakeholder groups across different geographies to collect and present data.
12. Responsible for generating executive dashboard reports, including Operational Program Performance, Program Headcount, Program Financials, and Quality of Service.
13. Ensure accuracy and completeness of submitted documents within prescribed timelines and in adherence to quality standards (e.g., format, grammar, data validation).
14. Analyze program data and reports to identify gaps and errors; recommend improvements and conduct data cleanup or revisions as necessary.
15. Provide ongoing Client Services support for business and IT requirements.
16. Respond to Client Services issues and coordinate with the appropriate service delivery and support teams to ensure resolution.
17. Handle customer escalations and provide Client Services support as needed.
18. Serve as the primary point of contact for all Client Services-related process needs.
19. Manage ad hoc client requests (e.g., pricing, financials, billing inquiries, or reporting requests).

Required Skills and Qualities (Technical):

* Post-secondary diploma or certification; Bachelor’s degree preferred.
* Education in business, marketing, IT, or equivalent experience preferred.
* Minimum 3 years’ experience in call center operations, with 6 months to 1 year in a supervisory capacity, in a relevant or related customer support environment, with demonstrated experience using call center management tools.
* Working knowledge of call center operations and organization required; prior client-specific knowledge preferred.
* Advanced proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
* Clear understanding of call center metrics (e.g., Average Busy Time, Telephone Service Factor) and measuring tools (e.g., RTA, MTE).
* Familiarity with call center-specific software/systems (e.g., Baleen, Blue Pumpkin, Avaya).

Required Skills and Qualities (Non-Technical):

* Strong leadership, organizational, interpersonal, and communication skills. Proven ability to coach and implement corrective actions through positive feedback, while recognizing and rewarding performance.
* Consistently demonstrates active listening.
* Exceptional ability to facilitate and motivate team members using effective change management techniques.
* Strong analytical and troubleshooting skills with attention to detail.
* Demonstrated ability to set priorities, meet deliverables, and work independently.
* Open to new technologies and process improvements; proactive in removing departmental barriers.
* Ability to envision and achieve future-state objectives based on current-state analysis.
* Flexible and adaptable to changing work schedules and hours.