Job Details
Job Details:
Job Title: Business Analyst II
Pay Range: $40.00-$47.00/hour on W2 without benefits
Location: Remote
Duration: 05 months
Job ID: 24-15042
Description:
- The ideal candidate will be as comfortable working with data and logic as well as having a client centric lens providing the business with focused insights on our client experience and journey.
- You will require a high level of empathy for small business owners, understanding of sales structure and a keen eye for identifying process and workflow improvement opportunities.
- Success in this position requires strong critical-thinking and problem-solving skills; attention to detail; the ability to thrive in a dynamic and changing environment; and a passion for helping others achieve results.
- You will be able to demonstrate high levels of enthusiasm, motivation and dedication and an ability to manage communication and relations with multiple stakeholders both internal and external, including teams from Sales, Quality Assurance, Training and our outsourcing partners.
- This position will be will be supporting initiatives across the Americas, APAC and EMEA.
Responsibilities:
- Understand data and deliver holistic insights utilizing operational data such as: AHT; pitch-rates and action-rates (revenue);
- Understand how to map these signals to Voice of the Customer data and Quality Assurance data to identify, through root-cause analysis, the agent behavioral levers driving operational performance across multiple programs, regions markets and verticals.
- Leverage and unify multiple customer listening posts (surveys, customer verbatim, focus groups, social media, etc.) to create a more reliable and sensitive customer feedback signal.
- Develop and assess customer experience through direct contact interactions and trend analysis, ensuring strong reporting capability on contact center agent performance, understanding and communicating the narrative to internal and external stakeholders through a robust set of metrics, data visualization and presentation.
- Coordinate with outsourced vendor partners (as required) to share insights, identify focus areas, and agree on actions.
- Create specific recommendations and action plans to drive product, people and process improvement strategy across multiple customer touchpoints and work with cross-functional partners to identify and implement optimal solutions.
- Create detailed project plans and clear communication strategies to drive effective change.
Minimum Requirements
- 4+ years of relevant experience in business operations, sales excellence, process redesign, a consulting role, quality assurance or customer experience.
- Experience with SQL, tableau, data analysis & visualization tools.
- Strong operational background and project management skills with experience running strategic projects with cross-functional teams.
- Fluency in English, both oral and written
- Excellent business acumen, passion for solving problems, and strong analytical skills.
Preferred Qualifications
- Self-motivated, entrepreneurial, and dealing with ambiguity.
- A love for change and an ability to ruthless prioritize in a fast-paced environment
- Strong desire to collaborate, share, drive best practices cross-functionally and globally.
- Innovative and creative in finding solutions/ designing improved methods, systems and processes.
- Attention to detail and ability to deep dive, identify root causes of variances; further execute solutions once identified.
"U.S. Tech Solutions, Inc. is an Affirmative Action, Equal Opportunity Employer. Our employment decisions are made without regard to race, color, religion, gender, national origin, age, disability, marital status, veteran or military status, or any other legally protected status."