Senior Business Analyst
Senior Business Analyst
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Salary Not Disclosed
1 Vacancy
Job Description
Job Summary
The Sr. Business Analyst will possess strong analytical skills a passion for datadriven decisionmaking and experience in transforming raw data into actionable business insights. This role will involve working closely with various departments to understand their data needs generate reports and develop dashboards to aid in strategic decisionmaking.
Duties and Responsibilities
The following duties and responsibilities reflect the expectations of this position but are not intended to be allinclusive:
- Partner with BPO WFM Partner to ensure accuracy optimization & budget requirements (costs resources staffing schedules SLAs).
- Complete Proformas for new customers and expanding business.
- Calculate and verify ROI for internal projects and transformation initiatives.
- Budget & Forecast Planning: Track daily weekly monthly quarterly and annual financials (Gross margins net margins cost and revenue).
- Identify communicate alert and make recommendations to leadership regarding approach to manage risks & critical situations.
- Provide datadriven insights and recommendations to senior management to help approach strategic decisions.
- Conduct indepth analysis of performance data identifying trends discrepancies and opportunities for improvement.
- Develop and maintain dashboards and reports that track key performance indicators (KPIs) capacity planning scheduling and forecasting.
- Collaborate with other departments to ensure requests for changes to analytics and reporting are vetted and appropriately scoped and prioritized.
- Identify operational insights opportunities thru routine meetings with Operations and other stakeholders to improve quality and impact of the analytics solutions.
- Assist in the development of content for internal/external briefings reports and presentations.
- Develop detailed report specifications ensuring clarity accuracy and alignment with business objectives.
- Translate complex business requirements into comprehensive and userfriendly reports.
- Lead the testing phase for newly developed reports ensuring accuracy completeness and adherence to specifications.
- Proactively identify opportunities for process improvement with reporting and dashboards.
- Analyze and interpret data trends and patterns providing realtime valuable insights to support strategic decisionmaking including actionable insights to improve business performance.
- Manage training implementation and troubleshooting of WFO tools.
- Share knowledge and educate team members on how to interpret and use performance data to improve outcomes.
Education and/or Experience
- Bachelors degree required or 3 years of relevant experience in a business analytics roles in BPM Space focusing on process improvement or analytics.
- Healthcare industry experience is a plus.
Qualifications
Required Knowledge Skills and Abilities:
- Experience in Workforce Management in a contact center.
- Understanding of contact center dynamics and telephony.
- Familiarity with platforms like Genesys PureConnect Calabrio Loxysoft and others.
- Experience managing scheduling applications.
- Strong mathematical aptitude.
- Ability to make quick accurate assessments and judgments.
- Ability to work independently and prioritize effectively.
- Strong analytical skills for data manipulation and reporting.
- Advanced proficiency in MS Excel Data Visualization Power BI/Tableau and MS SQL Management Studio.
- Willingness to learn new software applications.
- Excellent written and verbal communication skills.
- Highly motivated resultsoriented and detailoriented.
- Experience creating schedules and staffing models.
- Flexible work schedule to meet project and client needs.
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Ability to sit for extended periods and engage in active listening.
- Occasional standing and use of hands for office equipment.
- Ability to hear within normal range and use a headset.
- Good visual acuity for reading screens and documents.
- Ability to work remotely in a HIPAAcompliant workspace.
- Ability to house company equipment and access broadband Internet.
- Participation in meetings via telephone or video.
Work Environment
- Thrive in a fastpaced environment.
- Maintain professional relationships with diverse personalities.
- Adaptable to change and effective in managing stress.
Required Experience:
Senior IC
Employment Type
Full-Time
