Location: Warren,MI, USA
NOT A C2C OPPORTUNITY - LOCAL CANDIDTES TO WARREN MI
Business Analyst #1004711
Summary:
The main function of a business analyst is to maintain vendor relationships, acting as an analyst for non-IT projects or filling organizational roles above an administrative level, but below a management level. Other responsibilities may include maintaining all project management processes, including project goals, deadlines, metrics and budget. The business operations specialist usually reports to a project manager or director.
Job Description:
The Customer Experience Analyst will be responsible for technical problem resolution, while proactively addressing systematic issues impacting subscribers. This person will perform detailed analysis, define requirements, detail process steps, support and develop improvement strategies, resolve validation steps, and build database queries to perform data analysis. Our business is fast paced and constantly evolving to provide Best in Case Customer Experiences.
You will work as liaison between technical teams and call center operations to enable successful containment, system improvements and issue resolution.
Serve as a third-tier resource coordinating an innovative Connected Operations team to close escalated customer cases at a Best in Case pace.
Demonstrate an ability to multi-task, get results and collaborate across multiple teams
Gain/exhibit knowledge on myBrand Mobile Application execution and run escalated cases regarding its performance.
Advocate change to enterprise processes or applications when issues are detected after resolving root cause and appropriate corrective actions
Perform sophisticated data analysis regarding Call Center performance and impacts to CSAT scoring.
Escalate and prioritize issues as needed for root cause analysis and corrective action to SMEs or application teams
Steer technical triages and deliver technical issue content to end users and business owners.
Prepare reports and presentations illustrating key performance metrics as needed to management.
Resolve operational and technical support enhancements for existing and new services.
Document, track and trend escalated cases, production incidents and defect closures
Job Responsibilities:
Establish and maintain communication services across business units or from the project team to the organization.
Maintain the storage and retrieval of all project communications data and business metrics.
Review contracts, cost proposals and contract supplements.
Set up project and work breakdown structures.
Establish and document business processes.
Track project budgets and expenditures, monitor transaction controls and costs against budgets.
Job Role:
This role will focus on escalated case management and resolving technical customer concerns. The day to day will change depending on this.
This person will have a general set of cases and responsibilities, this person will focus on digital services, mobile and web type issues.
The digital space is contactly changes and we are always adding new features.
As we add new features, this person will be expected to do analysis and work with technical teams- both engineering and IT development as they are looking to resolve issues.
They will also work with product teams to see whats coming so they have a clue with whats coming.
They will focus primarily on cases but they will be rounded out with technical and feature knowledge.
This person needs a technical skill set - does not have to be strong, we can train on this.
Required Skills:
Verbal and written communication skills, attention to detail, customer service and interpersonal skills.
Ability to work independently and manage one's time.
Knowledge of business and management principles involved in strategic planning, resource allocation, and production methods.
Ability to apply accounting and mathematical principles to work as needed.
Ability to analyze business trends and project future revenues and expenses.
Previous experience with computer applications, such as Microsoft Word and Excel.
Associate degree required; Bachelor's degree in computer science, engineering, information systems or other related field, or equivalent experience.
2-5 years of troubleshooting experience (call center or production environment preferred)
Proficiency with MS Office suite, specifically PowerPoint and Excel
Proven knowledge of call center applications, application integration, and work-flows to support changes that benefit the user experience.
High level of interpersonal skills and well-developed oral and written communication skills
Ability to see the potential for improvement in all areas/processes
Education/Experience:
Bachelor's degree in business management, economics, finance, human resources or relevant field required.
IF they have technical aptitude prior to coming in, we are OK with associates.
0-2 years related experience required
Must-have hard skills:
IT experience is a plus
Problem solving and analytics.
Preferred Skills:
Experience interacting with relational database structures (Oracle databases) and SQL development skills
Knowledge of OnStar System and support systems.
Knowledge of Tableau / Power BI Visualization tools
Additional Info:
At FastTek Global, Our Purpose is Our People and Our Planet. We come to work each day and are reminded we are helping people find their success stories. Also, Doing the right thing is our mantra. We act responsibly, give back to the communities we serve and have a little fun along the way.
We have been doing this with pride, dedication and plain, old-fashioned hard work for 24 years!
FastTek Global is financially strong, privately held company that is 100% consultant and client focused.
We've differentiated ourselves by being fast, flexible, creative and honest. Throw out everything you've heard, seen, or felt about every other IT Consulting company. We do unique things and we do them for Fortune 10, Fortune 500, and technology start-up companies.
Our benefits are second to none and thanks to our flexible benefit options you can choose the benefits you need or want, options include:
Medical and Dental (FastTek pays majority of the medical program)
Vision
Personal Time Off (PTO) Program
Long Term Disability (100% paid)
Life Insurance (100% paid)
401(k) with immediate vesting and 3% (of salary) dollar-for-dollar match
Plus, we have a lucrative employee referral program and an employee recognition culture.
FastTek Global was named one of the Top Work Places in Michigan by the Detroit Free Press in 2013, 2014, 2015, 2016, 2017, 2018, 2019, 2020, 2021, 2022, and 2023!
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