Business Analyst - Customer Ops

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Job description

JOB SUMMARY
The position will be responsible for identifying and driving the direction of the operational enhancement roadmap that will ultimately improve the end to end customer experience and reduce manual transactions within multiple backoffice support organization. The position will focus heavily on data analysis detecting new issues/gaps based on fallout trends which will require coordination between multiple operational and technical teams to identify a root cause and solution. Possesses expertise to ensure the quality and accuracy of performance metrics and has the ability to process, design, and make data presentable in operational and executive steering committees for key decision making and prioritization of enhancements.

MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.

Analyzes business partner's operations to understand strengths and weaknesses in order to determine opportunities to automate processes and functions.

Assists in business process redesign and documentation as needed for new technology.

Translates high-level business requirements into functional specifications for the organization and/or vendors. Manages changes to such specifications.

Negotiates agreements and commitments by facilitating communication between business unit(s) and/or vendors from initial requirements to final implementation.

Works with business partners within one business function to align technology solutions within business strategies.

Assists Project Managers in development of project plans and use associated project planning tools as needed.

Conducts feasibility studies to assess cost/benefit, efficiency and technical viability of solutions to business problems.

Analyzes business processes, functions, and procedures to determine most effective business systems software to meet the needs of the organization.

Establishes specifications and objectives based on business requirements and cost effectiveness; provide recommendations to management personnel.

Collaborates with management in systems development and design.

Develops test plans and coordinate software testing.

Performs other duties as assigned.

REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Working knowledge of cable television operations, processes and billing systems
Excellent interpersonal skills
Strong leadership abilities with the ability to present performance feedback effectively
Excellent presentation skills with small- to medium-sized groups
Strong analytical ability
Ability to work independently
Demonstrated project management skills

Education
Business or Technical Bachelor's degree or equivalent combination of education and experience.

Related Work Experience Number of Years
5+ years of Procedural documentation and project implementation

PREFERRED QUALIFICATIONS
Related Work Experience Number of Years
5+ years of Call center/customer care operations management experience

WORKING CONDITIONS
Normal office conditions

EOE
Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability

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