Job Location: Boston, MA
Overview:
Customer Solutions Business Analyst
Responsibilities Include:
Knowledge, Skills, and Abilities Required:
Customer Solutions Business Analyst
Develop, support and implement strategies that improve the effectiveness of the Customer Solution organization. This would include maximizing effectiveness of technology and manpower through direct involvement in forecasting, scheduling and staffing (call volume, emails, text, AHT, Adherence, Shrinkage, etc.). In addition, the analyst would conduct independent quality assurance across the organization and provide analysis, recommendations, and mentor support to improve outcomes. Will support implementation of process improvement strategies.
Responsibilities Include:
- Support and execute multi-site operational center tactical schedules and forecasts.
- Interact daily with the operational leadership’s team through forecasting, scheduling, analysis, project work, quality assurance, mentoring and problem solving strategies.
- Analyze, report, and effect change on real-time metrics of interaction handling, adherence and other KPI’s to determine risks to service level targets and address and escalate issues accordingly.
- Manage Call queues using the CMS on a real-time basis.
- Continually obtains input and feedback on service expectations to improve agent and policyholder service experience.
- Develop, implement and execute quality assurance programs and procedures to ensure service standards are being exceeded.
- Create pre-defined reports & ad-hoc reports as needed.
- Participate and perform calibration sessions with call center management staff to review scoring techniques and monitoring form relevance.
- Track and review scores with team and identify potential problems and communicate to management in a timely manner.
- Monitored all channels (email, chat and text) to ensure response time, aging and support the needs of our internal associates and customers.
- Support Supervisors and Team Leads in following-up with customer complaints.
- On an as needed basis support User Acceptance Testing.
- Assists team with questions regarding policies, procedures, or escalated situations.
- Maintains an in-depth knowledge of appropriate technologies.
- As required support operational success by taking calls and/or executing underwriting activities.
Knowledge, Skills, and Abilities Required:
- Two or more years of Service and/or Work Force Management experience.
- Must have the ability to develop and maintain effective working relationships with people of all levels throughout the organization.
- Preferred experience with contact center systems including Avaya CMS, Avaya WFM/Recording.
- Excellent written and verbal communication skills.
- Experience excelling with multitasking.
- Excellent MS Office Skills (Excel, Word, Teams and Outlook).
- Demonstrated ability to generate, interpret and analyze reports.
- Project management skills (planning, follow-up, execution, and project control skills).
Education:
- Bachelor’s degree is required.
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