Business Analyst

General Description

• We are looking for a proactive Business Analyst to join the Business Optimization unit in the call center.  The candidate must possess analytical skills in addition to being objective and curious to understand and solve complex problems, be able to execute a variety of tasks with agility, and be able to collaborate effectively with various call center units to elevate the customer experience and improve operational efficiency.

Essential Duties and Responsibilities

• Develop, implement and monitor strategic initiatives ensuring their alignment with business requirements and objectives.
• Identify opportunities for reports, dashboards and processes improvements, proposing effective solutions after having evaluated their benefits.
• Monitor and analyze data, reports, and dashboards continuously to provide critical and relevant information to business units.
• Proactively collaborate with business units by offering ideas and support in the development and execution of their initiatives, fostering effective synergy aimed at improving overall results.
• Design, build, maintain, and monitor dashboards in Power BI or Excel that adapt to the requirements evaluated, managing to exceed customer expectations.
• Maintain existing dashboards and provide recurring reports ensuring data quality and meeting established deadlines.

Supervisory Responsibilities:

This Job has no supervisory responsibilities but in special circumstances may lead the work of others.

Education

• Bachelor’s degree in Engineering, Computer Science, Business Administration with an emphasis in Data Analytics, Operations Management or Systems Information, Statistics or similar concentration from an accredited university.

Experience

• At least one to three years of experience in functions related to data analysis or data mining.

Certifications / Licenses (Nice to have)

Other Qualifications

• MS Office proficiency: Outlook, Word, Excel, PowerPoint.

• Intermediate database management programs: MS Access, Cognos and/or SQL Server.

• Proficiency in a coding language: DAX, SQL, VBA, M-Language, Python, etc.

• Experience with tools such as Minitab, Power BI, Excel, Tableau, and/or any other data analysis and visualization platform.

• Ability to use logic and reasoning to solve complex problems while evaluating strengths and weaknesses of the proposed solution alternatives and to develop and implement efficiency strategies, and improvements in business processes.  

• Capable  to simultaneously handle multiple tasks and projects, set priorities, and meet set deadlines.

• Systematic and meticulous with details to effectively process large amounts of data into meaningful information.

• Ability to summarize extensive and/or complex analyses to stakeholders, both verbally and in writing.

• Ability to develop and implement efficiency strategies, and improvements in business processes.  

• Self-initiated and able to work with little or no supervision.

• Open-minded and focused on innovation.

• Effective research and benchmarking capabilities.

• Excellent communication skills and proficiency of the English and Spanish language, both oral and written.

• Customer service orientation, excellent interpersonal relationships, and ability to interact with different teams to collaborate with other business units.

Values

Additional Requirements

The information provided here is only a general guide as to the nature of the position and does not constitute an exact description of the goals, tasks, duties and responsibilities of the position. The specific details of each position are described in the employee’s performance evaluation.