Business Analyst  

About the Job

This role shall be responsible for structuring data, review and analysis of information and documenting processes for the use of the business He/ She shall be responsible for creating, analyzing and insighting on data gathered to help the business in its decision making

Job Responsibilities:

• Monitor and report on contact center performance by analyzing call center statistics and results; AHT, ASA, service levels, FCR metrics, etc.
• Collaborate with business leaders to create dashboards, review metrics and performance indicators, effectively communicating innovative methods to resolve performance issues
• Deliver timely and validated reports while identifying data anomalies and their respective causes
• Assists with the process to create monthly agent scorecards to measure employee productivity and performance
• To perform root cause analysis for the days the Process has missed its targets and suggest corrective action
• Create pre-defined reports & ad-hoc reports as per need
• Ability to Analyze trends to drive strategic, continuous improvement
• Maintain data and historical reports for trend and performance trends analysis
• Billing, HC maintenance and reconciliation, attrition, and other key metrics to be tracked that are key to successful operations
• Establish regular communication with clients and stakeholders to maintain consistency and streamlines processes, as well as to enhance business performance through continuous process improvement
• Creates custom reports in response to internal and external stakeholders requests.
• Closely monitors and creates overall program scorecards and performance with the assistance of Operations Manager and Program Coordinator. Maintains constant collaboration with cross-functional teams to achieve program / account objectives.
• Shares best practices within the assigned program/account and support team from onshore

Benefits

• HMO benefits for you beginning day ONE, with an additional (1) Company-covered Dependent after 90 days
• At least 18 Days of Paid Time Off
• Mental Health counseling
• Dynamic Team Environment
• iFive is the place where you are never "just a number!"

Requirements

Who are we looking for?

• Bachelor’s Degree
• ∙3+ years of Business Analyst experience
• ∙3+ years of experience in process evaluation, process deconstruction, process improvement, solutioning, testing, and / or remediation
• Previous experience in business analysis, reporting, problem identification, resolution and root cause analysis
• Strong stakeholder management and ability to build a strong partnership with internal and external clients
• Strong verbal and written communications skills, as well as interpersonal skills
• Strong project management, ability to successfully manage multiple tasks at any
• given point
• Detail-oriented, analytical and inquisitive
• Ability to work independently and with others
• Extremely organized with strong time-management skills
• Experience in SQL, MS Access Database or Crystal Report
• Knowledge in Excel Macro and Power Pivots is a plus
• Knowledge in PowerBI is a plus
• Strong analytical and planning skills;
• Good communication and presentation skills;
• Excellent problem-solving skills;