Lead Business Systems Analyst

Description

The Contact Center Solutions Business Systems Analyst will be responsible for oversight, development, and expansion of multiple operational systems within the Operations Technology area, including Dash and IVR. They will also be responsible for helping to develop Contact Center Reporting along with pull ad hoc reports from Dart / IMP. This role will collaborate across business areas and partner with Business Technology Services (BTS) to support Operations.

Responsibilities

• Develops solution strategy and support plan for Contact Center Technology (including Dash, IVR and MyMetrics) leading the process of defining business requirements, identifying business application needs, documenting key business rules, and ensuring usability of business applications.
• Provides leadership for business analysis, planning, and implementation initiatives; consulting with management and other functional areas to identify needs and resolve business problems.
• Coordinates work with multiple teams with varying skill levels and business knowledge to achieve project development and implementation with a strategic view of interactions with other systems or business units to determine levels of impact, making recommendations for long- and short-term solutions.
• Provide training and support to others as needed.
• Develops cost benefit analysis on each project and proposes solutions, anticipating and preparing for problems not initially evident to the business users requests and proactively develops plans to address these issues.
• Identifies resources needed to execute the initiatives and system requirements and leads other team members to executing the plan coordinating daily administrative activities as well as testing, and release / update support.
• Derive insights from data analysis, and conduct root-cause analysis of operational issues identified by the data.
• Collaborate with reporting teams to create reporting to support call center leaders' ability to monitor KPIs, system usage, etc.
• Perform other duties as assigned.

Qualifications