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SR. BUSINESS ANALYST
(Ref: 905532)
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Company:
Location:
Company Industries: |
NiSource
US-Pennsylvania-Smithfield
Energy/Utilities |
Job Status:
Min Experience Level:
Compensation: |
Full-Time
3-5 Years Experience
Not Specified |
| Posted: |
Tuesday, October 27, 2009 |
Job Description:
Purpose: The Senior Business Analyst position is accountable for:
• identifying and driving continuous improvement opportunities,
• leading improvement projects,
• performance issue identification through data gathering and data analysis,
• and database development and management.
The position accountability spans the CDC and BSG operations. At a high level, the Senior Business Analyst is accountable to deliver actionable information from business data, using Six Sigma methodologies, and take the lead in driving operational improvements using available technologies to improve service delivery.
Key Results:
• Continuous improvement in call center service delivery, including customer satisfaction and first call resolution performance
• Identification of process errors / service delivery issues
• Effective and accurate contact center databases and reporting.
• Effective contact center performance reporting
• Efficient business processes
• Improvement projects developed and implemented
Essential Responsibilities:
• Delivers actionable information from business data, using Six Sigma and related methodologies.
• Leads improvement projects designed to reduce errors and improve the customer experience.
• Uses technology to improve current processes and reduce opportunities for error.
• Develops and maintains contact center historical data storage and reporting systems, including database development and maintenance.
• Develops and maintains data storage, reporting and analysis required to monitor performance of self service channels.
• Generates accurate reports on individual, team, and contact center metric data to evaluate organizational performance of multiple contact centers and service providers.
• Works directly with managers and team leaders to develop performance improvement plans at agent, team and contact center level.
• Analyzes contact center statistics generated from reports to identify overall center performance results, such as call volume, ASA, abandonment rate, average handle time.
• Perform regression analysis to identify relationships between business drivers.
• Develops custom reports as requested by senior management, and other business units.
• Some travel required to work with contact center management.
Key Work Experiences/Education:
Required for Selection:
• High School diploma or equivalent.
• Experience in Access database development and maintenance, Visual Basic programming and Microsoft Office software. Statistical analysis and reporting experience.
Preferred for Selection:
• BS/BA engineering, IT, business, statistics
• Experience with Genesys Database systems
Technical/Functional Competencies:
Required for Selection:
• Advanced experience with Microsoft Excel, Access, and Word
• Experience with Visual Basic programming
• Experience with Excel statistical package
• Understanding of statistical measures and data analysis techniques
• Strong analytical skills
• Database development and maintenance skills - Microsoft Access
• Strong process analysis skills
Preferred for Selection:
• Understanding of contact center operations
• Understanding of contact center technologies
• Lotus Notes Database development and maintenance
• Genesys database reporting
• Six Sigma Black Belt certification
General/Transferable Competencies:
Required for Selection:
• Strong analytical aptitude
• Knowledge of statistical methods of data analysis
• Strong math skills
• Strong interpersonal skills
• Ability to manage multiple tasks
• Strong attention to detail
• Writing skills
• Problem-solving capability
• Ability to manage multiple competing priorities
• Results-driven
Preferred for Selection:
• Experience with Crystal report
• Experience with Brio reporting software
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