TeleTech is a leader in customer service and technical support to companies around the world. Our family includes more than 50,000 people in 18 countries, who help handle more than two million customer interactions each day. Regardless of location, background and position, our team all have the opportunity to Do More, Learn More and Be More than they ever thought possible. So can you!
Being part of the TeleTech team opens the door to OPPORTUNITY every day. The opportunity to use your skills and to be valued and rewarded for doing so, the opportunity to learn while you earn and take advantage free enrollment in TeleTech University (our exclusive online learning center), and the opportunity to grow in your career through our policy of internal promotion and growth.
For more information on the World of Opportunity at TeleTech please visit our website at www.hirepoint.com
Senior Business Analyst (KPI)
POSITION SUMMARY:
Under minimal direction relies on extensive understanding of technical problems and solutions as they relate to the current and future business environment. Requires applied knowledge of SDLC in both large and small scale projects. Gathers and documents requirements to support development of KPI dashboards.
DUTIES AND RESPONSIBILITIES:
-Meet with operational and functional leaders to gather requirements for specific KPI dashboards
-Document required metrics, sources of data, desired dashboards and expected interactivity
-Collaborate with GUI report designer to incorporate design into final document
-Support technical writer as that role develops an 'as developed' document and as that role trains end users.
- Writes detailed business requirements documents and use cases.
-Creates process flow, data flow, state, and UML models to communicate business needs to systems developers.
-Recommends improvements to business processes and facilitates change. Writes test cases.
- Oversees aspects of small to medium projects including planning, executing, and controlling the projects.
- Prepares documents for decision makers showing the business idea under consideration are in conjunction with the program's business strategies. Communicates clearly with technical teams as well as non-technical business clients.
QUALIFICATIONS:
- BA/BS or 5 + years equivalent work experience
- 5 years functional experience in application development methodologies and associated business requirement documentation.
- Strong exposure to KPI development, especially as relates to rendering them in a dashboard tool.
-Ability to analyze contracts to extract KPIs and to understand moderately complex calculations to the degree that they can be documented and explained to a developer
- Experience with call center metrics is strongly preferred
- 1 year experience in Project Management preferred (PMP or CAPM a plus)
- Excellent oral and written communication skills
- Advanced Word, Visio, and Excel skills
- 2 years excellent planning and time management skills
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