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Business Operations Analyst II

Business Operations Analyst II

Name: Jobpe
Address: T-Hub, Plot No 1/C, Sy No 83/1, Raidurgam panmaktha, Knowledge City Rd, Hyderabad, Telangana, 500081, IN
Telephone: +91-83339-09630
Price range: Free

Conduent

2 - 5 years

4 - 8 Lacs

bengaluru

Posted:1 day ago| Platform:

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Skills Required

python project management power bi tableau predictive modeling management skills bi documentation concreting training shuttering data collection center management counselling process documentation root cause business operations business case

Work Mode

Work from Office

Job Type

Full Time

Job Description

The Analyst will deliver analysis of operational performance in order to support performance improvements. The Analyst will assess processes that have an impact on key operational metrics and customer satisfaction scores. The Analyst will be part of a team that works alongside stakeholders to interpret performance trends, determine root causes and design/help implement performance improvement efforts.

Responsibilities:

Reviews operational metric results and customer satisfaction results on daily/weekly/monthly basis to identify trends in performance
Utilizes tools such as Excel, cross-tabs, Power BI, Tableau or other tools to analyze qualitative and quantitative data
Interprets the data to tell a story that answers business questions; looks for the so-what behind the numbers
Effectively communicate analysis in a way that business stakeholders understand
Proactively identifies performance gaps and analytic focus and manages deliverable schedules; meets delivery timelines
Coordinates data collection, cleansing, and merging of data from separate streams
Builds relationships with key stakeholders in Operations, quality, training, in order to understand processes and identify gaps that may be contributing to lower key metric results
Facilitates and conducts root cause exercises, such as, but not limited to: slicing of data, transcript reviews, verbatim analysis, round tables, and process documentation
Aids in developing, execution, and measuring operational changes that are expected to improve results
Presents key insights, solution recommendations, business cases and action plans to internal/external stakeholders
Consistently provides updates and progress of action plans and activities

Profile

Bachelor degree in related field from a four-year college or university with two-three years related experience
Strong problem-solving skills
Project Management skills
Works well with minimal supervision yet uses appropriate resources
Good written and oral communication skills
Ability to communicate with all levels of management
Ability to travel periodically
Experience with contact centers and customer satisfaction is preferred
Experience with statistical concepts and applications; knowledge of predictive modeling a plus
Six Sigma training and green belt certification a plus
Python and PowerBI experience a plus

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Business Operations Analyst II