Field Service Support Engineer responsible for installations and maintenance of medical devices at Roche. Aiming to reduce downtime and ensure client satisfaction in Sinaloa, Mexico.
About the role
- Business Support Analyst Lead assessing operational efficiency at USAA through data analysis. Supporting strategic initiatives for the bank's contact centers and mentoring team members.
Responsibilities
- Evaluate complex business data and trends to recommend changes in methods or procedures
- Provide support and direction to team members and functional partners
- Apply subject-matter-expert functional knowledge to produce complex work deliverables
- Assist and mentor team members and project managers in developing problem-solving approaches
- Manage broad functional projects and/or participate as a SME resource
- Maintain broad system knowledge and implement training needs
- Plan and design business processes and recommend changes
- Gather information, analyze data and trends to identify business optimization opportunities
- Support team with assigned analysis and contribute in discussions of strategic options
Requirements
- Bachelor’s Degree; OR 4 years of related experience may be substituted in lieu of degree
- 8 years of experience in end-to-end analysis and/or operations experience
- Knowledge of business operations and systems/business requirements processes
- Experience facilitating and driving collaboration to common understanding of business requirements
- Knowledge of business analysis tools for example: MS Visio, MS Excel, Tableau, SQL
- Experience applying best practices to identifying and interpreting trends or patterns in data to develop recommendations
- 5 years’ experience in extracting and compiling advanced level analytical data
- 3-5 years in a role with proven results in call reduction strategies
- 3-5 years' experience in implementing contact center management strategies
- Experience in project management processes and implementations
- Knowledge and experience with contact center management related systems for workforce management, call routing, reporting, call recording, etc.
Benefits
- Comprehensive medical, dental and vision plans
- 401(k)
- Pension
- Life insurance
- Parental benefits
- Adoption assistance
- Paid time off program with paid holidays plus 16 paid volunteer hours
- Various wellness programs
- Career path planning and continuing education
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