Customer Care Business Analyst LegalZoom
THIS JOB HAS EXPIRED The Business Analyst is a part of the Customer Care Operations team that provides key services to Customer Care and all the divisions of the company. This role reports to the Manager of Customer Operations. Serve as data and reporting champion and Subject Matter Expert (SME) on relevant systems, features and functionality. Provide consistent, timely, organization, and reporting on all Customer Care data and metrics. Accesses, employs and uses the existing data infrastructure to track and analyze its operational effectiveness including reviewing, developing, validating and reporting metrics to determine productivity, service, compliance and quality standards and support for our Customers. In providing data, analysis and recommendations about performance, this position may be asked to present findings to all levels of management.
What you?ll do:
Elicit requirements using interviews, document analysis, requirements workshops, surveys, site visits, business process descriptions, use cases, scenarios, business analysis, task and workflow analysis.
Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs.
Proactively communicate and collaborate with external and internal customers to analyze information needs and functional requirements.
Utilize your experience in using enterprise-wide requirements definition and management systems and methodologies required.
Successfully engage in multiple initiatives simultaneously
Work independently with users to define concepts and under direction of project managers
Drive and challenge business units on their assumptions of how they will successfully execute their plans
Strong analytical and product management skills required, including a thorough understanding of how to interpret customer business needs and translate them into application and operational requirements.
Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts.
Serves as the conduit between the customer community (internal and external customers) and the software development team through which requirements flow.
Develop requirements specifications according to standard templates, using natural language.
Collaborate with developers and subject matter experts to establish the technical vision and analyze tradeoffs between usability and performance needs.
Be the liaison between the business units, technology teams and support teams.
3-5 years of experience in data, metrics and analytic reporting in a high-volume contact center, legal or service environment
Proficiency with, and the ability to rapidly navigate between, the following applications and systems:
Microsoft Office, strong skills in Access, Excel, Word, PowerPoint, Visio, Project & Outlook
Contact Center Technologies - experience in Salesforce and CIC a plus
SQL based reporting applications, i.e. SQL Server Reporting or Crystal Reports
Extensive data analysis experience and attention to detail
Exceptional written, verbal communication and listening skills
Must communicate effectively and present confidently to all levels of management
Ability to create and interpret a variety of instructions in written, oral, diagram, or schedule form
Strong problem recognition, problem-solving and decision making skills
Ability to build and maintain strong collaborative relationships with business partners and clients
Able to manage on-time delivery of key reports and project deliverables
Experience with call/contact system systems, procedures, policies and reporting
Flexibility and ability to manage multiple assignments and act effectively under pressure in a fast-paced environment
Punctual, regular and consistent attendance
BS or BA or equivalent experience required
||Glendale, CA |
THIS JOB HAS EXPIRED