Sr Business Analyst
Company: Easton & Associates
Location: Austin
Posted on: March 19, 2023
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Job Description:
Senior Business Analyst - BPO -Contact Center -
OutsourcingVirtual Location - Anywhere USAEastonworld is hiring for
our client companies a Senior Business Analyst. Eastonworld is
hiring for the leading providers of outsourced customer care and
back office support to high-growth, new economy companies that are
disrupting their industries. Locations in 4 Continents. You will be
focused on our clients in our domestic and 3 nearshore centers.
Clients are on the Inc. 5000 list of Fastest Growing Companies in
America and they have no plans of slowing down. Our client is a
medium sized (SMB) BPO that responds like a a smaller niche
boutique agency. Client has strong capital resources and attractive
geographic footprints - Domestic-Offshore and Nearshore and Home
Agent. Our goal is to build an organization of top-performing BPO -
CX Outsourcing executives who are committed to the growth of our
business while remaining true to our core values. Our client
companies live and work by their core values and you will find that
their organizational culture is very strong. We are looking for
high-quality, go-getters who are excellent at building and
maintaining relationships and are able to provide true value in a
sophisticated CX environment. You will be joining a small team of
experienced executives, which gives you the chance to make a real
impact in a collaborative workplace with true transparency and grow
your career.. You'll be constantly challenged in our high-growth,
fast-paced and autonomous work environment, and you will be
rewarded for meeting those challenges. At Eastonworld, we live by
all of our core values, integrity, honesty, accountability,
quality, cooperation, service, intuition, trustworthiness, respect,
justice, and service, Have Fun!SummaryThe Sr. Business Analyst will
be responsible for sourcing data, creating and maintaining reports,
and analyzing and forecasting operational performance. Internally
this includes the development and management of dashboards, the
publishing of required daily, weekly, and monthly reports and
scorecards, and the timely communication of important trends and
suspicious outliers. Externally this includes providing reports for
daily, weekly and monthly reporting for clients, as requested by
operational leaders. In addition, he/she will support the
identification of best practices through rigorous analysis and
research. This role will also require active participation in the
centralization efforts of the Analytics department. Moreover, to
effectively perform in this role, he/she will require building a
network of close working relationships with Senior Leadership,
Operations Directors, and Program Managers, as well as others
across the organization. The Sr. Business Analyst will possess a
strong analytical skillset and proven knowledge of dashboard
development and maintenance. He/she will be able to understand,
analyze and synthesize call center operations metrics, general
business formulas, financial statements, regression analysis, and
large data sets. This role requires a thorough understanding of
data analysis and models. He/she will need to have strong working
knowledge of all common and advanced analysis tools and formulae,
proven experience writing SQL and VBA, capability of expanding the
data mart, and leveraging reporting and dashboard tools through
creation and use.Essential Duties & ResponsibilityOther duties may
be assigned. Design clear, concise data visualization that
maximizes audience understanding Leverage reporting and dashboard
tools to create and present data Forecast operational performance
and recommend solutions through the proactive use of predictive and
prescriptive analysis Develop and manage Dashboards based on
identified business needs Proactively enhance reporting
capabilities and lead build out of automation wherever possible
Interprets internal and external business issues and recommends
solutions Solves complex problems and takes a broad perspective to
identify solutions. Clearly communicate new features, conduct
needed maintenance, and provide technical support on reports and
dashboards Routinely pull data from various sources as needed to
generate reports Perform operational and financial analyses;
proactively identifying and communicating trends, as well as
suspicious outliers Provide informal guidance and mentoring to
Reporting and Business Analysts Collaborate with operational
leaders, as well as clients, to generate and/or modify reports to
highlight potential root causes to key issues as they arise Provide
analytical support on special projects around the organization on a
one off basis Active participation in centralization efforts of the
Analytics department Be able to consistently manage their own tasks
and workload, and proactively report status Regular attendance,
punctuality and adherence to agreed-upon schedule of availability
are conditions of employment and essential function of this
positionLeadership ResponsibilitiesAlthough this position will not
have responsibility for direct reports, the position requires
active leadership in the way of supporting strategic initiatives as
well as active personal development and application of Six Sigma
methodologies. In addition, the role will be heavily involved in
the development of a Centralized Analytics
environment.QualificationsTo perform this job successfully, an
individual must be able to perform each essential duty
satisfactorily. The requirements listed below are representative of
the knowledge, skill, and/or ability required. Reasonable
accommodations may be made to enable individuals with disabilities
to perform the essential functions. Problem solving skills: Ability
to structure ambiguous problems, think creatively, generate and
test hypotheses Analytical skills: Strong quantitative background
and logical decision making; ability to create and troubleshoot
detailed financial and operational models Adept in working with raw
data, integrating data from various sources, and preparing
alternative methods of data presentation. Strong interpersonal and
leadership skills - able to build relationships and credibility at
all levels of the organization Presentation skills: Comfortable
putting together storylines in PowerPoint High energy and ability
to work in a very fast-paced, team-oriented environment Strong
organizational, time management and planning skills. Strong
attention to detail and accuracyEDUCATION and/or
EXPERIENCEBachelor's degree from a four-year College or University
required; MBA preferred. Major or focus/concentration in Business
Administration, Finance, Mathematics, Accounting, Economics or
Engineering is preferred. 7 years of proven analytical acumen in a
professional or academic environment required. Prior Call
center/contact center experience is required.Bill Easton President
Easton & Associates (972) 317-1415 WWW.EASTONWORLD.COM
Keywords: Easton & Associates, Austin , Sr Business Analyst, Professions , Austin, Texas
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