Business Systems Analyst

Job RequirementsSignificant background and experience in contact center operational best practices in customer care, retention and technical support environments having managed and led large or multi-site contact center operations including direct experience with: organizational design, contact center operating models quality assurance, CSAT & VOC, contact center reporting and analytics, telephony, IVR, CTI, digital recording, WFM, multi-site and omni-channel operations including digital self-service (non-agent) content and strategy development.Ability to manage concurrent projects delivering business outcomes on-time & within-budget. Key skills include: project planning, risk management, outcome focused execution, budget management, etc.Results-oriented; passionate about achieving strategic goals in established timeframesStrong financial & budget management skillsStrong communication skills with ability to articulate industry and business concepts to diverse audiences and present to C-Level executivesExperience having designed, built and run full service contact centersAbility to participate and review project plans, solution designs and other critical artifacts in driving complex, custom developed solutionsAbility to source, retain and grow talentProven capability in building and leading high-functioning teamsAbility to foster collaborative relationships in cross-functional teams and work in matrix environmentAbility to earn the confidence of others through open communication and respectful behaviorLeveraging of data and metrics to help drive decision makingAgile style. Ability to determine when and how to modify and re-set plans based on newly gained information; ability to iterate through options and set a revised course.Able to identify, foster and drive innovationAble to leverage talent through multiple sourcing options.Ability to work independently with minimal supervisionQualificationsUndergraduate degree in business, economics, communications, or related field or relevant discipline or experience required; Master's degree preferred (e.g., MBA).5 - 7 years contact center operations experience required in a captive or outsourced role.3 – 5 years in an operational leadership role.PMP or Six-Sigma certification preferred