Business Analyst I

Job description

· Seasoned and diverse experience with business analysis
· Knowledge of effective project management
· Knowledge of Contact Center Dynamics
· Understanding of CCB Lines of Business needs and processes
· Ability to consult and collaborate well with others
· Proven competency in researching and analyzing business data and processes
· Excellent analytical, problem solving, and time management skills
· Experience in workflow analysis and documentation
· Outstanding verbal and written communication and presentation skills
· Strong teamwork and client management skills
· Ability to complete a hands-on technical assessment during interview process
· Identifies and performs root cause analysis on process breaks, strategy enhancements and implement solutions
· Reviews detailed reports of findings, presenting any irregularities to management
· Creates environment of reliable data, transparency of issues, escalation and accountability
· Adjusts approach when necessary, in light of new findings, to ensure appropriate focus and coverage
· Identifies internal process opportunities and initiate strategic plans
· Develops recommendations to strengthen internal controls and improve operational efficiency
· Utilizes knowledge of business to level set the issues and escalate as appropriate
· May lead various ad hoc projects

Desired profile

·  Bachelor's Degree or equivalent work experience
·  Advanced Skills in SQL tools-preferred, MS Excel, Access-preferred, Powerpoint
·  2+ years working knowledge required in the following:
·  Financial Services Call/Contact Center industry
·  Knowledge of various call/contact center solutions (Telephony, IVR, Scheduling, Call Recording, eMail & Correspondence, Reporting/MIS Tools, Customer Experience drivers)
·  Business analysis, reporting of business data, problem identification, resolution and root cause analysis
·  Data marts, data relationships, query techniques/strategies/optimization
·  Proven competency in writing requirements and designing reports
·  Ability to interpret and create functional usage mock-up and process flows
·  Presentation/communication/delivery skills- written and verbal
·  Effective project management and multi-task handling skills
·  Customer relationship and experience management
·  Team work contributing beyond core role and responsibilities