Senior Business Analyst
JOB SUMMARY:
Senior Business Analyst supporting reporting and analytics for the Contact Center Operations organization. This role will be responsible for managing an end-to-end intake & delivery model, working with stakeholders to define analytics support needs, documenting business requirements, and ensuring project deliverables are met on time. Additionally, this role will be responsible for curating the contact center reporting catalog, documenting core processes, maintaining data dictionaries, managing data alert notification processes and ensuring quality control standards are achieved. A strong candidate for this role will be customer service oriented, highly organized and a proactive communicator who applies critical thinking, problem solving, and analytical acumen to help deliver data driven business insights and solutions.
PRIMARY RESPONSIBILITIES AND ESSENTIAL FUNCTIONS :
- Supports end-to-end intake & delivery model for contact center reporting and analytics requests, including working with stakeholders to define & document business requirements, managing development pipeline, timelines and planning cycles and providing status update reporting.
- Develops and provides status reporting for project progress, issues, dependencies and risks.
- Supports leadership in sizing and prioritizing requests relative to ROI considerations, risks & opportunity and alignment with strategic priorities.
- Anticipates customer needs and asks probing questions to define business goal, problem to solve or question to answer. Provides thought leadership on best approach and solution that best meets stakeholder needs.
- Actively manages request backlog, ensuring requests are up to date and prioritized for pull forward whenever there is capacity to accommodate.
- Integrates a customer sign off and formal feedback component into core processes.
- Manages reporting catalog - maintains reporting inventory and data dictionary documentation, ensures reporting adherence to QC and reporting convention standards, communicates timely updates to end-users and supports continued optimization of catalog – enhancements, consolidation of overlap and retirement of reporting no longer needed.
- Implements & maintain quality control standards as part of reporting deployment pipeline; ensuring customer specifications are met, metric calculations and nomenclature adhere to data dictionary and dashboards adhere to style guide/brand.
- Serve as administrator for reporting & analytics SharePoint and Teams sites, along with any other active reporting & analytics portals. Responsible for curating site content, lifecycle maintenance and managing customer/team distribution lists.
- Maintains data integrity process including working with boundary partners on resolution, sending timely data alerts notifications and status updates to customers and processing UET tickets.
- Works with reporting and analytics team to ensure close alignment and collaboration throughout the planning, development and solution delivery process.
QUALIFICATIONS AND EXPERIENCE:
Minimum
- BA/BS degree in a related discipline (i.e., Business, IT, etc.).
- 3+ years successfully leading & managing process improvement initiatives.
- Excellent communication (written and verbal), with strong attention to details, timelines and quality of work product.
- Proven ability to work efficiently, effectively, and proactively in a fast-paced, deadline-oriented, dynamic and virtual environment.
- Proven ability to work in a cross-organizational team environment collaborating with the business leads on key analytical deliverables.
- Ability to collect, interpret, and represent information in ways that are easy to read and understand.
- Excellent problem-solving skills, using a critical mindset and a creative approach to help business partners and stakeholders define requirements and desired outcomes
- Must demonstrate attention to detail, ability to self-audit to ensure accuracy and establish measures of quality control over work product
- Must be proficient with common Microsoft office tools, including excel, Power BI, Power Apps, and Power Point.
- Demonstrated experience working directly with leadership and supporting multiple stakeholders.
Preferred
- Master's degree in a related discipline.
- Project Management (PMP), Six Sigma, or related certification
- Prior experience with Cox contact center operations
- Experience working in communications industry with a focus on telecommunications, data, cable.
About Cox
Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses – which includes Cox Automotive and Cox Communications – is forging a better future for us all. Ready to make your mark? Join us today!
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Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page.
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.