Telecom Business Analyst

4 month CTP

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Support the elicitation and creation of High Level Vision Scope statements, business/ process flows for new International Call Center business model
• Engage cross functional teams to drive the creation of current and future state processes and business requirements (aligning domestic process to International needs)
• Support detailed knowledge and understanding of key business drivers with the ability to know when activity is within and outside of scope/limits
• Define operational impacts and implications of other initiatives relative to Care Operations and new International Outsourced Vendor
• Assist with special operational improvement projects and planning

PROFESSIONAL COMPETENCIES:

• Capable of establishing strong collaborative relationships across cross-functional teams and throughout multiple organizational layers
• Superior team building and collaboration skills both as a leader and a team member combined with a track record of success
• High degree of personal ownership/accountability of all work products
• Strong documentation skills, able to quickly grasp business concepts and turn them into work flows or requirement statements
• Ability to articulate business value of work streams
• Excellent communication and interpersonal skills, including the ability to develop and articulate key presentations to broad range of individuals

QUALIFICATIONS

EDUCATION AND EXPERIENCE:

• International Call Center experience must be clearly evident on resume to be considered. This is a business analyst position.
• This position requires a Bachelor’s Degree with 6 to 10 years experience as a Senior Business Analyst with strong documentation skills
• This position requires advance capabilities with Microsoft Excel, Word and PowerPoint, Project, Visio related to analytics and process mapping.
• Understanding of Nortel and Avaya PBX/ACD, International Call routing/delivery, CRM, working knowledge of basic telecom (T1s, TFNs, etc), must have previous experience with off shore our outsourced International Call Center experience