The Senior Business Analyst – Contact Center formulates and defines systems scopes and objectives based on users’ needs and a strong understanding of information technology, business processes and industry requirements. Acts as a system expert in vendor applications and related areas, assists with system conversions, changes and routine maintenances. Assists with managing relationships with assigned outside service providers and contributes to refining and improving primary end user application systems and workflows. Serves as the primary liaison between internal users, internal resources and external consultants. Responsible for in-depth analysis of contact center related data to streamline operations and improve member experience via various interaction channels.

 

  • Works closely with management, team members, business clients, and stakeholders to formulate and define systems scope and business objectives.
  • Facilitates requirements elicitation by conducting customer interviews to gather information, business and technical requirements, and formulate process improvement recommendations.
  • Translates business requirements to functional specifications and ensures that the developed technical and process solutions satisfy the business needs.
  • Acts as a liaison between users of the projects and technical staff to identify business processes, systems and product requirements
  • Creates and monitors project milestones and deadlines, manages resources in accordance with project schedule and understands the components of running a financially successful project.
  • Provides continuous feedback to management in the development of technical reports by collecting, analyzing and summarizing information and trends.
  • Creates and maintains system workflow procedures detailing outlined instructions to accurate and compliant processes.
  • Leads the implementation and/or integration of enhancements or new features as a subject matter expertise of the end-to-end process.
  • Leads internal project teams, external vendors and third parties to ensure the business rules, policies, procedures, and guidance to be followed.
  • Leads the design of test cases, testing effort estimation, test management and execution of user acceptance testing.
  • Manages system defects by ensuring test issues are identified, tracked, reported and resolved in a timely manner.
  • Creates testing job aids for smooth testing deployment; provides additional assistance and guidance to team members.
  • Coordinates production implementation and deployment for business user community with IT to include defined impacted role areas, targeted communication and training material creation, training delivery/support, and post-implementation support.
  • Responsible for post deployment quality assurance measures and metrics to ensure deliverables are compliant with expected business results. Develops and manages quality assurance metrics for performance improvement.
  • Audits documentation to ensure accuracy and completeness by performing after release verification testing.
  • Works with the VP of Contact Center and MSC team members to prioritize tasks and projects to maximize customer satisfaction, product quality and timeliness.
  • Cross-trains other staff to troubleshoot complex system issues.
  • Participates in the design or redesign of streamlined workflows; creates and utilizes process maps to help visualize the MSO or Member journey.
  • Prepares ongoing and ad hoc reports, graphs, and analyses as requested by the management.
  • Enhances reporting for agent productivity, team productivity, and department productivity, call categorization, and offer recommendations to reduce call traffic.
  • Develops and validates testing plans; assists with user acceptance testing, root cause analysis, and performance tuning.
  • Works closely with WFM / Forecasting / Schedule Adherence to optimize the performance of a multi-channel servicing model and participate in the evolution to an omni-channel environment.
  • Works closely with Business Intelligence on the organization, management, analysis and dissemination of data across the MSC.

Education and/or Experience Candidates must have:

  • Bachelor's degree in Business Administration, Business Management, Applied Mathematics, or related disciplines with 5 or more years of relevant experience, or equivalent combination of education and/or experience.
  • 2 to 3 years of experience with Business Intelligence tools (i.e. database software and/or Tableau) in addition to Contact Center software preferred.
  • Advanced level of proficiency of the Microsoft suite of office products (Microsoft Excel, Word, PowerPoint, and Visio)
  • Superior verbal & written skills and be able to translate user requests into functional requirements, as well as effectively describe technical specifications to business users, both verbally and through documentation.
  • Demonstrated proficiency with requirements gathering, integrative thinking, process definition and documenting technical specifications.
  • Comprehensive knowledge and understanding of self-service channels and how they interface with other systems and the ability to offer insight on design and system architecture elements.
  • Experience with change control process management; highly developed analytical and problem solving skills with a proven ability to manage multiple projects and prioritize across multiple cross-functional teams.
  • Results and goal oriented self-starter with demonstrated leadership qualities.
  • Strong familiarity with sources of data to build correlation models.
  • Must be resourceful and have strong organizational and planning skills.
  • Must be able to work independently as well as within a team
  • Must be assertive in order to hold vendors and project team members (all levels) accountable for accomplishing tasks and meeting deadlines
  • Must be able to analyze and improve business processes

Must also demonstrate conduct consistent with our Corporate Values:

  • Practice open Communication with all levels;
  • Be Accountable by taking ownership of customer issues and responsibility for one’s actions;
  • Foster Teamwork by cooperating and collaborating with other employees;
  • Seek ways to make the workplace Fun for oneself & others;
  • Conduct oneself with Integrity by being honest, trustworthy and ethical in all work activities and interactions;
  • Work with a Service Orientation by having a genuine concern for the needs of one’s customers and by being friendly, professional and following through on commitments; and
  • Demonstrate Humility in all interactions and remember to leave one’s ego at the door when one arrives to work. 

Logix Federal Credit Union is an equal opportunity employer that does not discriminate in employment opportunities or practices on the basis of race, religion, color, sex, sexual orientation, gender identity, national origin, protected veteran or disability status, or any other status protected by law.

 

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