Business Analyst/Senior Business Analyst

For Gurgaon based leading BPO:                                                                 

Summary of Position:

Under the direction of the Service Quality Director of Customer Service, the Senior Business Analyst is responsible for financial metrics, reporting and analysis, business reviews, strategy for Customer Service.  Key deliverables and associated duties may include, but not limited to, Business Strategy and planning for new business, development and deployment of operational strategy, process and change, defining and implementing key success metrics for measuring CS business.  Provides business intelligence to groups through analysis of customer data, leads planning & execution of business reviews, manages financial metrics for business.

The candidate will possess the ability to maintain flexibility and openness in a rapidly changing environment.  Proven leadership, project management and problem analysis/resolution skills required.  Ability to work effectively with all levels of internal and external personnel.  Ability to drive for results and solve problems creatively.

Must have excellent communication skills, both verbal and written.  Strong Analytical skills are essential.  Must be skilled with MS desktop apps, including Word, Excel, PowerPoint, Project.  Strong SQL database skills preferred.   Entrepreneurial experience and/or a business degree is very helpful.  Microsoft Technical Certifications and/or a Math or Computer Science degree very helpful.  Proven leadership, project management and problem analysis/resolution skills required.

Position Scope

·         Responsible for managing the planning and execution of responsive, reliable, reporting & analysis strategy.  This includes leading the planning and execution of the Regional Customer Service Emergency Response Plan and crisis management for the call center.

·         This role will define, execute and implement operational reporting, including defining key operational success metrics, leading the planning and execution of business reviews and own developing and completing the operational scorecard.

·         This role will assist with operational decisions based on results of analysis on key business drivers to drive operational efficiencies.

·         This position will be responsible for handling some of the forecasting decisions made for customer service at a regional level.  These staffing decisions and the long term impact of those decisions will have a direct effect on the quality of service our customers receive.  Decision-making will directly impact customers through process design and improvements. Decisions will often have direct and significant impact on cost of service delivery for customer service.

·         This role will be responsible for establishing the strategic direction for the “Mission Control” function and the regional CS Emergency response plan and its' overall integration into the global plan.

·         This role will define the operational business reporting & analysis needs for the region and drive operational efficiency and change based on business analysis.

·         The Senior Business Analyst will have high exposure to Vice Presidents, Directors, Group and Team Managers as well as our vendor partners.  Attendance to regular meetings as well as creating/automating key reports will be necessary for this role.

·         Required broad knowledge of overall company operations, product lifecycle and business practices required.

·         Demonstrated knowledge of service delivery via telephone and electronic media. 

·         Demonstrated knowledge of finance, reporting & analysis. Demonstrated skills in people management, project management, presentation skills, decision-making and strong commitment to excellence in customer service. 

Minimum Requirements:

·         Bachelor degree requires, MBA degree strongly preferred.

·         3-5 years experience in business analysis or finance

·         8-10 years prior management or related customer support experience.

·         Demonstrated knowledge of microcomputers, and a working knowledge of the following Microsoft applications; Excel, Word, Project, Visio, Power Point and SQL Queries.

·         Ability to maintain flexibility and openness in a rapidly changing environment. Proven leadership, project management and problem analysis/resolution skills required.

·         Ability to manage multiple projects and priorities with attention to quality, details and results.

·         Strong leadership skills and demonstrated communication skills- both written and verbal.

·         Customer-focused, team oriented and knowledgeable about call center business.

·         Tenacious in driving issues to closure.

·         Ability to chart and document complex process and systems.

·         Working knowledge of at least one Management framework system such as COPC or ISO 9001:2000.

·         Demonstrable Knowledge of Six Sigma and/or other quality improvement processes preferred.