Business Analyst/ BI Analyst

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Job description

One of our top clients in the St. Louis area is looking for a Business Analyst to join their team that focuses on contact center analytics. The Business Analyst will contribute to our client's success by ensuring business needs are realized through analysis and reporting activities created for the Customer Operations organization. Responsible for gathering data from various systems and sources to perform financial analysis, trending, forecasting, and business impact analysis. Reviews data for Customer Care operations, programs and initiatives that support and enhance our client's commitment to customer satisfaction and revenue growth.

MAJOR DUTIES AND RESPONSIBILITIES

Sr Analyst deploys Sentiment in partnership with LOB leaders and OAI department partners, incorporating sentiment measurement into coaching strategy in replacement of current survey-based VOC program. Performs deeper analytics with LOB to determine skills and behaviors that impact agent performance. Builds decision trees through supervisor toolset to understand coachable actions and opportunities.

• Development and deployment of advanced analytics and architecture, proactive operational solutions, machine learning deployment, and data visualization and dashboards based on customer data
• Design, develop, deploy, and improve proactive intervention models and machine learning algorithms
• Creates reports and data driven presentations with impact - identifies trends and occurrences in data and translates findings into various mediums including text, charts, graphs, displays, tables.
• Instills best practices across the company using Business Intelligence tools.
• Supports all scheduled and non-recurring information needs of the business users, from front line employees to executive leadership.
• Develops SQL for ad hoc data requests as needed.
• Troubleshoots existing MicroStrategy reports, respond to user questions, and develop report or semantic layer enhancements as needed.
• Understands data elements in the warehouse at a very detailed grain to support any form of user needs from research to ad hoc querying to managing large information projects.
• Presents data in a fashion that is easy to understand with proper documentation for successful user adoption
• Creates benchmark reports and interpret results in order to improve overall operations.
• Communicates data nuances and insights to all levels of the company in a clear and concise manner.
• Conducts any necessary research as needed to ensure data integrity in the reporting provided to business users.
• Monitors and reviews reports and records of activities to ensure progress is being accomplished toward specified program/project objectives and recommends changes in methodology as required to attain business objectives.

REQUIRED QUALIFICATIONS

Ability to speak to large groups with advanced presentation skills

Ability to perform critical thinking in the area of data analysis and process

Ability to prioritize and organize effectively and manage multiple requests/assignments

Ability to communicate orally and in writing in a clear and straightforward manner

Ability to analyze key performance indicators/metrics

Ability to prioritize and organize effectively

Ability to use personal computer and software applications (i.e. MS Office, Visio, etc.)

Proven ability to perform effectively in a fast-paced environment

Prior experience and passion for leveraging data to drive significant business impact

Possess the intellectual curiosity to work through ambiguity

Knowledge of general accounting and billing procedures

Strong knowledge of database concepts and exceptional SQL skills

Demonstrated skill with data visualization tools like Tableau or PowerBI

Proficiency in Microsoft Excel & Access required

Education

Bachelors Degree in Business, Statistics, Mathematics, or Economics from a four-year college university or related field, equivalent training, education and experience

Related Work Experience Number of Years

Quantitative Analysis work experience 5-7

Knowledge of call center metrics and key performance indicators nice to have

Knowledge of cable industry and billing systems nice to have

WORKING CONDITIONS

• Office environment/ On-site rotation