Business Analyst

Business Excellence Analyst

Purpose

The principle purpose of this position is to partner with our client teams to assist in identifying and implementing process improvements opportunities.  This is accomplished by effectively collecting, organizing and analyzing available data to gather insights and  identify trends and opportunities.  This position will require advanced skills for data analytics and visualization tools. Knowledge of Call Center operations and metrics would be an advantage, but not essential.

Principal Duties and Responsibilities

• Create forms, spreadsheets and databases forms for collecting data.
• Identify opportunities and create action plans to improve Customer Satisfaction (CSAT) and First Call Resolution (FCR), assign tasks, monitor implementation, and report milestones
• Document processes related to the databases.
• Set up dashboards using reporting tools such as Tableau or PowerBI.
• Analyze data using core concepts using Basic Statistics and Lean Six Sigma. 
• Verify performance data and resolve discrepancies
• Manage data necessary to provide ad-hoc, weekly, monthly, and year to date reports to key personnel. 
• Assist in developing root-cause analysis practices for new business and existing BPO programs.
• Provide analysis to key stakeholders to improve overall performance

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned. In addition to the above, all HGS employees are expected to:

* Promote teamwork and cooperative effort. * Help train and give guidance to other HGS employees. * Maintain a clean, safe, and unobstructed work area, and practice good safety habits. * Provide internal and external customers with the highest quality service.

 Minimum Job Requirements:

• Minimum BA/BS in Computer Science or a related field or equivalent work experience.
• Advanced programming/computing skills such as SQL, Microsoft Access, Visual Basic and Excel.
• Ability to analyze and synthesize non-technical conclusions.
• Self-Motivating.
• Documentation process and procedures.
• Proven teambuilding skills. Demonstrated ability to strategically partner with diverse work teams towards improved performance.
• Proven project management skills. Demonstrated time management with the ability to manage multiple projects.
• Demonstrated written and verbal communication skills to include presentation ability and interaction with wide variety of internal and external customers. Excellent MS Word and PowerPoint skills.
• Experience in data analytics and Tableau or PowerBI an advantage.