Business Analyst II

Responsible for planning, organizing and implementing a wide range of reporting tools with data analysis for internal and external customers. This person will be required to respond to customers when clarification of reporting details and analysis are needed. In this role, the candidate will be familiar with accounting concepts, theories and principles; as well as ensure data integrity, integration of data tools and information of all data management systems used in the Contact Center. The candidate may supervise a team of Reporting Analysts.

Essential Job Functions:

** Must have advanced knowledge of Microsoft Excel software**

1. Manage database structures to include data elements required for reports (Productivity, Benchmarking and Trend Analysis) and format reports to present data most clearly and effectively.

2. Manage and develop solutions to meet business needs and changes by compiling and reviewing information and data integrity, examining and evaluating existing systems and procedures, identifying alternate courses of action and developing tools and/or improvements. Verify raw data and runs queries.

3. Formulate recommendations/options based upon analysis, data input from users, business unit management and other technical staff.

4. Lead projects or enhancements to ensure functionality is developed in a way that complies with business requirements and established methodologies and practices including writing and maintaining documentation to describe program development, logic, changes and corrections.

5. Understand engagement as it relates to internal and external business objectives and display customer service skills when interacting with customers providing subject matter expertise.

6. Assist Reporting Analysts and customers with interpretation of reports and system functions. Assists in their growth and development.

7. Maintain and develop daily/weekly/monthly/yearly property reporting while achieving processing and analysis deadlines to support report distribution.

8. See “Performance Measurement Skills”.

Qualifications:
Bachelor’s degree in technical discipline or equivalent.
3-5 years related experience.
Call Center background a plus; experience with call center metrics/ KPI’s
Preferred Basic SQL knowledge
Experience with Microsoft SharePoint is a plus
Excellent Analytical, communication and organizational skills