Contact Centers Business Analyst I - Hybrid
The Business Analyst I is responsible for analyzing contact center business processes, identifying areas for improvement, and implementing solutions that increase efficiency and customer satisfaction.
Under minimal supervision, assist with business requirements, testing and implementation of Operation initiatives.
Represents Operations on projects and initiatives which may cross operational areas or cross the organization.
Communicates with stakeholders to understand their needs and requirements.
The Business Analyst I is highly proficient in the processes and procedures across one or more lines of business and has a strong understanding of call center operations, technologies and applications that support the business.
The successful candidate will be a subject matter expert for specific areas of responsibility.
The Business Analyst I is a resource who provides subject matter expertise to conduct root cause analysis, problem resolution, and continuous process improvements.
The ideal candidate understands end-to-end processes and can identify system and process anomalies, escalating issues appropriately.
Concentrates efforts on shifting priorities as needed exhibiting high energy and a positive outlook.
Key
Responsibilities:
Research, test and implement solutions to technical or operational problems or procedures.
Participate in the development and implementation of new call center initiatives and projects, which includes QA testing.
Initiate and test, in concert with team members, system changes as well as produce requirements that result from need, policy change or new products or programs.
Represents Operations during requirements and testing of new or existing system or vendor functionality or analysis of system problems.
Is available as an ongoing resource for questions in their peer group.
Analyze workflows and suggest process improvements for job related procedures.
Escalates system and procedural anomalies timely and appropriately while participating in the solution.
Documents and maintains procedures; responsible for changes and updates as needed.
Act as Subject Matter Expert for specific areas of responsibility on projects.
Tests and maintains current workflow documentation and procedures for areas of responsibility.
Identify individual training needs for themselves and others and initiate training as appropriate.
Actively participates and/or collaborates in assignments and activities to ensure a successful outcome, providing meaningful input as related to their area of expertise.
Partners with the leadership team as a business technical resource.
Perform other related work as required or requested by the Manager or designee.
Required:
Associates Degree plus 2
years experience Property and Casualty Insurance a Plus Some work experience in an Operations or Call Center environment needed.
Some experience with requirements and testing preferred Strong organizational skills and attention to detail Recommended Skills Attention To Detail Business Processes Business Requirements Casualty Insurance Coordinating Customer Satisfaction Estimated Salary: $20 to $28 per hour based on qualifications.
Under minimal supervision, assist with business requirements, testing and implementation of Operation initiatives.
Represents Operations on projects and initiatives which may cross operational areas or cross the organization.
Communicates with stakeholders to understand their needs and requirements.
The Business Analyst I is highly proficient in the processes and procedures across one or more lines of business and has a strong understanding of call center operations, technologies and applications that support the business.
The successful candidate will be a subject matter expert for specific areas of responsibility.
The Business Analyst I is a resource who provides subject matter expertise to conduct root cause analysis, problem resolution, and continuous process improvements.
The ideal candidate understands end-to-end processes and can identify system and process anomalies, escalating issues appropriately.
Concentrates efforts on shifting priorities as needed exhibiting high energy and a positive outlook.
Key
Responsibilities:
Research, test and implement solutions to technical or operational problems or procedures.
Participate in the development and implementation of new call center initiatives and projects, which includes QA testing.
Initiate and test, in concert with team members, system changes as well as produce requirements that result from need, policy change or new products or programs.
Represents Operations during requirements and testing of new or existing system or vendor functionality or analysis of system problems.
Is available as an ongoing resource for questions in their peer group.
Analyze workflows and suggest process improvements for job related procedures.
Escalates system and procedural anomalies timely and appropriately while participating in the solution.
Documents and maintains procedures; responsible for changes and updates as needed.
Act as Subject Matter Expert for specific areas of responsibility on projects.
Tests and maintains current workflow documentation and procedures for areas of responsibility.
Identify individual training needs for themselves and others and initiate training as appropriate.
Actively participates and/or collaborates in assignments and activities to ensure a successful outcome, providing meaningful input as related to their area of expertise.
Partners with the leadership team as a business technical resource.
Perform other related work as required or requested by the Manager or designee.
Required:
Associates Degree plus 2
years experience Property and Casualty Insurance a Plus Some work experience in an Operations or Call Center environment needed.
Some experience with requirements and testing preferred Strong organizational skills and attention to detail Recommended Skills Attention To Detail Business Processes Business Requirements Casualty Insurance Coordinating Customer Satisfaction Estimated Salary: $20 to $28 per hour based on qualifications.
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