Business Analyst - Call Center

Kelly IT is hiring a Business Analyst with Call Center technology experience. For consideration please email your updated resume to the recruiter at and reference Job ID

Business Analyst - Call Center

12/2020-4/2021

St. Paul, MN - Remote until further notice

Rate: $62.07/hr

Description:

Responsible to perform highly complex technical and analytical work under limited supervision in support of developing and implementing strategic business solutions through research, audit and analysis of data.
Functions as a Content Expert/Business Lead on various projects and work assignments.

A Day in the Life:
??? Business Analyst / PM = Strong Data/Technical and Business acumen
??? Involvement in cloud technology migrations
??? Understand IT process and technology
??? Strong BI/Data skills
??? RFI/RFP process, scoring matrix
??? Experience with complex, enterprise wide impacting projects
??? Directs, coordinates and executes Business Analyst activities within the assigned Call center software to ensure project progresses on schedule
??? Need health plan experience, especially Call Center related experience.
??? Ability to help the Program Manager with defining the scope for the Call center, defining KPI's and other metrics to measure success.
??? Ability to work on parallel workstreams and prioritize competing resources and plans
??? Strong Analytical skills that dive in quickly to learn and get things up and running quickly
??? Works well with aggressive timelines and demanding stakeholder/product business owners
??? BA has strong experience working in agile environment and tools like JIRA, SAS, SQL.
??? Expert ability to build cross functional relationships, which includes negotiation and persuasion skills
??? PM skills to draw Longitudinal views, drill down into tasks, and status reporting
??? Call center experience / technology

??? Directs and coordinates individual projects and related activities to ensure project progresses on schedule.
??? Maintains adequate communication regarding project status, risks, issues, and priorities with project sponsors and leadership.
??? Conducts in-depth research and analysis.
??? Anticipate trends, emerging issues and recommend best practices to ensure maximum results and develops metrics.
??? Develops integrated solutions to unique and highly complex problems.
??? Recommends best practices to ensure maximum performance and develops performance measures.
??? Documents performance measurements and process changes.
??? Responsible for overseeing the process of representing the customer and/or stakeholder (internal/external) while collaborating with business and technical units.
??? Acts as a liaison with internal partners and external partners to identify opportunities and needs and researches/develops implementation plans for meeting these needs.
??? Expert working knowledge of analysis, design, development, testing, debugging, implementation, maintenance and/or enhancement of new or existing systems through reporting and documentation.
??? Recognized expert within the function, the division, and the organization.
??? Facilitates project teams and may provide training to lower level workers to achieve milestones and objectives.
??? Maintains adequate communication regarding project process, status, risks, issues, and priorities with project sponsors and leadership.

Required Skills and Experiences:
??? Bachelors degree in Business and 7 years of analytical experience or 11 years of related experience in lieu of a degree.
??? Expert collaborative, interpersonal, oral and written communication skills and demonstrated ability to develop accurate and appropriate communications to all levels of management.
??? Strong experience with the MS Office suite.
??? Exceptional research, analytical and problem solving skills.
??? Expert level ability to make decisions based on analysis and business needs.
??? Exceptional ability to work in high paced environment, handling multiple responsibilities and projects.
??? Expert ability to build cross functional relationships, which includes negotiation and persuasion skills.
??? Expert analytical, conceptual, and logic skills to take high-level business product concepts and translate to operational level business models.

As a worker today, it's up to you to take charge of your career and look for opportunities to learn, grow, and achieve your potential. Helping you find what's next is what we're all about. We know what's going on in the evolving world of work-just ask the 440,000 people we employ each year. Connecting with us means getting the support, guidance, and opportunities needed to take your career where you may have never imagined.

About Kelly ??

At Kelly, we're always thinking about what's next and advising job seekers on new ways of working to reach their full potential. In fact, we're a leading advocate for temporary/non-traditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce and providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Kelly will work with applicants to meet accommodation needs that are made known to Kelly in advance.