Description
Description:- Reviews, analyzes, and evaluates business systems and user needs.
- Documents requirements, defines scope and objectives, and formulates systems to parallel overall business strategies.
- Manage metrics for customer service in call centers
- Manage a daily dashboard report that site directors/managers use to track progress.
- Dashboard processes needs to be cleaned up
- Establish database on SQL server that has a Front End interface used to record changes.
- Support site from a research perspective, research discrepancies in data, work with SSI to fix issues as needed
- Visual Basic and Excel and SQL
- Call center experience preferred
Required Skills/Qualifications:
- Proficiency with MS Office Tools (Word, Excel, Project, PowerPoint, Visio).
- Ability to effectively manage time, prioritize work, multi-task across many assignments, and create deliverables with some direction.
- Technical writing skills producing clear and unambiguous process documentation and project artifacts. Some exposure to business process and system modelling tools (data flow diagrams, process documentation, etc.)
- Advanced skills/expertise with MS Excel (including a strong understanding of Visual Basic for Applications) and MS SQL Server.
- 5+ years of experience as a business analyst or similar role.
- Experience in telecommunications industry preferred.
- Flexibility and resiliency a fast-paced business environment. Interpersonal, relationship building skills.
- Strong analytical skills.
- Experience working with the Customer Service group.
- Big plus also if there's experience working with our call center Analyst groups.