Sr Analyst

Job Description

Job Description

We are looking for an experienced Sr Analyst to join our team in Aurora, Illinois, on a Contract to permanent employment basis. In this role, you will act as a vital link between technology, operations, and strategic business initiatives within the manufacturing industry. You will be instrumental in enhancing analytics, improving workflows, and driving impactful decision-making processes.

Responsibilities :

• Serve as the primary business owner for telephony and quality assurance systems, ensuring seamless integration across platforms.
• Develop and maintain performance dashboards, reporting tools, and analytics to provide actionable insights.
• Analyze and interpret data to uncover trends, identify gaps, and recommend solutions for operational improvements.
• Strengthen the integration between telephony systems and Salesforce Service Cloud, enhancing communication workflows.
• Collaborate with IT teams, vendors, and business leaders to align technology solutions with organizational goals.
• Translate business requirements into technical specifications and oversee testing, validation, and deployment processes.
• Lead efforts to identify and resolve system issues, workflow inefficiencies, and data inconsistencies.
• Design and implement process improvements enabled by system functionalities.
• Maintain forecasting and workforce planning models to optimize resource allocation across channels.
• Support change management initiatives, including documentation, training, and stakeholder communication.
• Minimum of 5 years of experience in business analysis, call center operations, or related fields.
• Strong expertise in telephony platforms such as Cisco WebEx, Genesys, or similar systems.
• Proficiency in workforce planning, forecasting, and analytics with at least 3 years of experience.
• Hands-on experience with Salesforce Service Cloud or comparable CRM systems.
• Ability to interpret complex data and present insights effectively to leadership teams.
• Familiarity with Agile Scrum methodologies and gap analysis techniques.
• Demonstrated ability to manage documentation and develop test cases.
• Excellent communication skills and the ability to collaborate across technical and operational teams.