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PRODUCT BUSINESS ANALYST-VOICE
(Ref: 4992)
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Company:
Location:
Company Industries: |
Asurion
US-Tennessee-Nashville
Insurance, Telecommunications, Other |
Job Status:
Min Experience Level:
Compensation: |
Full-Time
3-5 Years Experience
Not Specified |
| Posted: |
Wednesday, August 22, 2007 |
Job Description:
Asurion Overview
Global Headquarters: Nashville, Tennessee
North American Headquarters: Kansas City, Missouri
Privately owned by management and investors
Offers end-to-end solutions. Asurion creates it, develops it, sells it and services it. Service includes state-of-the-art customer contact centers in Evans, Colorado; Houston, Texas; Kansas City, Missouri; Nashville, Tennessee; Salina, Kansas and Moncton, New Brunswick, Canada; and one of the industry’s most advanced wireless technology repair and reverse logistics center located in Smyrna. Offices are also located in Dallas, San Mateo and Singapore.
Recognized as Ernst & Young Entrepreneur of the Year and as the Association for Corporate Growth’s Emerging Growth Company of the Year
Largest provider of wireless roadside assistance services in North America
Largest provider of wireless handset insurance programs in North America
Employees:
Over 5,000 employees company-wide
Customers/Partners:
Some of Asurion’s clients include: Alltel, AT&T, Citibank, Cricket, Disney Mobile, DoCoMo, KTF (Korea Telecom Freetel), Metro PCS, Rogers Wireless, Sprint Nextel, T-Mobile USA and Verizon Wireless
Services:
Handset and Device Protection programs provide handset insurance and warranty management to protect customers against loss, theft, damage and malfunction of their wireless devices
Roadside Assistance services cover automobile emergencies and inconveniences, including flat tires, lockouts, dead batteries and breakdowns
Customized Solutions designed to meet new industry challenges
Results:
Save more than half a billion dollars for customers annually
Repair hundreds of thousands of wireless devices annually
Serve over 60 million wireless subscribers
Corporate Timeline:
1994: Founded in Silicon Valley
1995: Acquired Road Rescue
1999: Acquired Merrimac Group
2001: Changed name to Asurion
2002: Created wireless technology repair and reverse logistics center
2003: Expanded into Asia
2006: Asurion and lock\line merge
2006: Acquired Warranty Corporation of America and Lumitrend
The Customer Care Product Business Analyst, Voice will have a focus on the applications and process components of the Voice Channel. This channel supports all subscriber interactions related to phone based contact. Job scope will include actions designed to improve cost, increase service levels and improve operations within the Customer Care organization. This individual will have responsibility to deliver results from planning, and definition to operational implementation of projects/products related to VSS activities. In this role, the BA-Voice will support customer care efforts to drive savings and improvements in the channel. This includes detailed working relationships with all impacted functional areas within the company. (e.g. Telecom, Finance, Risk, IT, Client Services, etc). The BA-Voice will participate in cross functional teams as well as work independently based on the nature of the initiative(s).
This role will be expected to support the following:
Detailed documentation of projects and work streams as needed
Refinement of opportunities and options relative to Business Requirements/Process Definition for the VSS Channel / Voice Applications
Financial and operational modeling of the impact and cost/benefit analysis/KPIs/Metrics
Interaction and integration with all other Care work groups and operations
On-going metrics and visibility of busines operations effectiveness relative to Voice productivity and day-to-day operational needs
Responsibilities:
Support the vision and direction for Customer Care initiatives
Determine financial and operational impact of Voice initiatives
Build adetailed understanding of all existing Asurion Voice related applications, architectures and business logic/roles– utilize this understanding in leading reengineering activities
Engage IT/Telecom and eCare groups to capture current direction and positioning and future road map infrastructure and systems investments that effectively address current and future growth requirements
Develop detailed process mapping of all applications and tools used to support Voice processes and measurements
Generate / collect current state process documentation for all Voice components and business logic/roles
Support the creation of any future state processes and business requirements as appropriate per overall Voice Channel vision and objectives
Develop detailed knowledge and understanding of key business drivers with the ability to know when activity is within and outside of control limits
Present progress reports to Care Mgmt as needed
Support strong collaborative relationships with key Stakeholder groups
Develop a functional understanding of company’s risk profile and the impact of product decisions on company’s core financial performance
Support implementations and client operational issues and stay abreast of all cross-functional processes and procedures
Recognition and definition of operational impacts / implications of other initiatives relative to Care and the Voice Channel to ensure seamless integration
Candidate should be a highly successful professional with at least ten years of demonstrated progressive responsibility.
BA or equivalent
4+ years Operations Management or equivalent experience
2+ years experience working in a project management role, developing SOW, tracking project milestones, addressing schedule changes/conflicts, identifying business requirements, process definition, process mapping, gap analysis
Demonstrated success leading projects/initiatives that met/exceeded project charter/goals
Working knowledge of call center operations, applications and call routing/management tools
Past experience supporting significant change efforts related to new processes and technologies
High degree of personal ownership/accountability of all work products
Ability to work in both direct reporting and matrixed organizational situations
Ability to articulate business value of work streams to those outside of Customer Care
Proven experience in operational process improvement
Excellent communication and interpersonal skills, including the ability to develop and articulate key presentations to a broad range of individuals
Advanced capabilities with Microsoft Excel, Word, and PowerPoint, Project, Visio related to analytics and process mapping
Experienced in product management, development and implementation
A team player who can collaborate and build consensus within cross-functional areas.
Strength of conviction to raise issues when they require additional support and judgment to know when escalation is needed
Demonstrated success applying process improvement analysis tools:
TQM Principles
Six Sigma Principles
LEAN
Quality ASQ (FEMA)
Statistical Process Control
Gage Repeatability
EOE
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