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Business Analyst-Business Analyst / Business Process Consultant
Ref No.: 18-01147
Location: Hartford, Connecticut
Start Date: 02/07/2018
Job description:
• Develop client material to manage core and external team meetings gathering contact center business and standard technology requirements
• Document current state and guide business through appropriate decisions as they relate to call flow design, skill group setup, routing preferences, data dip integration components, survey best practices, and soft phone tool bar design
• Demonstrated knowledge of standard call center key performance indicators such as Service Level, Abandonment Rate, Queues, Overflow, and Self Service as they relate to Performance Guarantee Contracts
• Understanding of call flows and data dip integration between 1800 TFNs, policy admin system, and various data dips required for self-service integration and identification with high complexity
• Ability to view call flows and develop questioning technique to pull business details from highly technical individuals
• Identify and gather all supporting business and project artifacts for all downstream reporting
• Lead core and extended teams through requirements gathering and sign off
• Excellent project management skills required
• Strong PowerPoint, Visio, and presentation skills necessary
• Ability to take highly complex technical design and drill down to develop material in a snapshot with the ability to lead business to concurrence
• Conduct walkthrough and review sessions to secure agreement and sign-off