Hybrid Business Support Analyst – Lead

Posted 2 weeks ago

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About the role

  • 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

Job title

Business Support Analyst – Lead

Job type

Experience level

Senior

Salary

$103,450 - $197,730 per year

Degree requirement

Bachelor's Degree

Tech skills

Location requirements

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