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 Job Detail

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Business Analyst  

Assuming this role, the selected candidate will perform the following functions:
  • Performs business-oriented analysis using software for implementation of our client's solution in cross channel customer experience (ie IVR, CTI, Agent Desktop, Chat, Email, and Web) deployments.
  • Develops key business-relevant findings for customer and be capable of developing communication strategies and presentations. Designs customer experiences to effectively transfer knowledge of those findings.
  • Identifies business objectives and priorities of customer business and application(s) and translates them into analysis strategies and solutions.
  • Prepares and presents executive level presentations (PowerPoint decks), communicating business relevance of the analysis performed and recommendation on solutions.
  • Performs situational assessments and client interviews to understand business context of customer's applications, processes and environments.
  • Able to direct the work of other customer analyst resources.
  • Capable of coordinating engineering efforts with analysis needs
  • Balance, prioritize, manage, and communicate workload in order to be successful
  • Capable of conducting client training in both workshop format and via team-level interactions. Ability to develop the appropriate level of training material according to client needs.
  • Work with project manager to ensure all activities of client communication and hosting activities are effectively managed (SaaS hosting, change management, data delivery and integrity.)
  • Prepare for and participate in client operational and business based quarterly review meetings.

The successful applicant will possess the following requirements (items are required unless noted otherwise):

  • Minimum 3-5 years experience; Bachelor's Degree minimum
  • Ability to demonstrate direct or indirect leadership experience through previously held position
  • Experience with Executive level interactions
  • Highly proficient with the use of Microsoft Excel
  • Excellent presentation, writing and interpersonal skills
  • Strong problem identification and analytical skills
  • Exceptional critical thinking skills, including the ability to quickly assimilate new information
  • Understands how technology translates into business solutions
  • Ability to demonstrate Project Management methodology knowledge or have prior experience
  • Prior experience with process decomposition and process improvements
  • Some expertise in the Telecommunications Industry, wireless/broadband business, and the key challenges faced
  • Experience in contact center or customer experience fields is a plus
  • Experience with IVR, ICM, ACD, or call center routing equipment is a plus
  • Experience with web design or web performance analytics is a plus
  • Data modelling or data administration background is a plus
LocationOverland Park, KS
CountryUnited States of America
Employment AgencyKforce Professional Staffing, Inc.
ContactKforce Professional Staffing, Inc.
Posted Date05/23/2011 16:46:30
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