Business Systems Analyst

Job Requirements

Significant 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 timeframes

Strong financial & budget management skills

Strong communication skills with ability to articulate industry and business concepts to diverse audiences and present to C-Level executives

Experience having designed, built and run full service contact centers

Ability to participate and review project plans, solution designs and other critical artifacts in driving complex, custom developed solutions

Ability to source, retain and grow talent

Proven capability in building and leading high-functioning teams

Ability to foster collaborative relationships in cross-functional teams and work in matrix environment

Ability to earn the confidence of others through open communication and respectful behavior

Leveraging of data and metrics to help drive decision making

Agile 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 innovation

Able to leverage talent through multiple sourcing options.

Ability to work independently with minimal supervision

Qualifications

Undergraduate 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