Contact Center Operations Business Analyst Vertafore, Inc.
THIS JOB HAS EXPIRED This role is ideal for an experienced business analyst who loves working with data, financial information, analytics, and details. This position will utilize your sharp analytical skills to provide data analysis in order to recommend process improvement opportunities for the customer within the Support organization.
WHO ARE YOU?
You have experience with developing, enhancing, and maintaining operational information and data models in a contact center environment.
You understand business problems, process workflow, and opportunities, while recommending solutions that will deliver expected business value.
You have excellent communication, time/project management, problem solving, organizational, and analytical skills.
You have working knowledge of relational databases and database structures and are an advanced user with Microsoft Excel, PowerPoint, Visio, Access and SQL.
You have strong organizational skills, flexibility, and ability to change priorities rapidly.
Provide data analysis in order to recommend process improvement for the Customer Support organization.
Conduct and manage the outcomes of various studies which include analysis, forecasting, trending, and presenting information and data models for operational and strategic business planning.
Develop and implement effective/strategic business solutions through research and analysis of data and business process.
Develop and socialize long-term forecast and capacity planning process.
Partner with product management, marketing, professional services, sales, development, and human resources to determine the impacts of business initiatives to the long-term plan.
Perform trend analysis of Customer Support data to project future staffing requirements.
Assist customer support leadership to identify high-impact improvement plans for effective and sustainable cost savings.
Research and analyze data to draw valid conclusions to be used for long-term planning assumptions.
Evaluate and implement new techniques and methods for operational improvement.
Lead, Plan, and execute operations projects.
Define project scope, goals, deliverables, project tasks, timeline, and resource requirements in a full-scale project plan.
Track project deliverables using appropriate tools and report on progress of projects to all stakeholders.
Bachelor?s degree or equivalent work experience.
5 + years of recent contact center operations or related information technology operations/telephony support.
2 years of business analysis or similar work.
2 years of demonstrated small to mid-size project work related to efficiency outcomes.
Desired ? Six Sigma background.
Vertafore Company Overview
Vertafore, Inc. is a leading provider of software and information to the insurance industry including independent agents, brokers, MGAs, carriers and reinsurers. For more than 30 years, Vertafore has leveraged a unique industry presence to deliver meaningful solutions?powerful technology, critical information and robust insights to help organizations effectively respond to business challenges and capture new opportunities. Vertafore solutions have helped more than 17,000 customers and 500,000 end users gain a competitive advantage to accelerate their business performance.
Currently, over 1,200 employees nationwide, with continued growth plans well into the future. Our corporate headquarters are in Bothell, WA with offices nationwide. We offer competitive compensation and benefit packages along with 18 days PTO/10 paid holidays, free parking and company sport teams and much more. A big advocate of training, development and promoting from within, we have a vested interest in our employees.
Vertafore is privately held by TPG Capital, the global buyout group of TPG, a leading private investment firm with a long-standing global presence. Founded in 1992, TPG Capital has $48 billion of assets under management and has extensive experience with global public and private investments executed through leveraged buyouts, recapitalizations, spinouts, growth investments, joint ventures and restructurings.
||Bothell, WA |
THIS JOB HAS EXPIRED