Lead Business Analyst

  • Bids0
  • Budget $0
  • Location Tampa FL

Posted on June 2, 2020

Active

Project Desciption

Your role

  • Manage complex projects with aggressive timelines and multiple stakeholders
  • Proactively engage with key stakeholders throughout the company to champion and implement the most optimal solutions to bring the voice of the customer top of mind and positively impact the customer experience
  • Define areas of improvement through root cause analysis, cultivate and present business cases to Bread’s senior management team through cost-benefit analysis and strong presentation skills, and influence decision making for capital investments
  • Develop and manage Bread’s portfolio of process improvement initiatives that will generate opex cost reductions via agent productivity improvements and call avoidance thru friction reduction or self-service technologies
  • Lead lean initiatives alongside multiple business partners and stakeholders; stand up internal consultatory service capabilities for our organization and serve as Bread’s Six Sigma champion
  • Serve as the liaison between the customer via Bread’s operations team and compliance, legal, product and merchant success teams
  • Build and execute strategies to improve workflows and processes between agents, departments and enterprise partners
  • Redesign Bread’s processes to improve quality of service, speed to resolution, and reduction of costs; implement best in class business processes through written procedure documents and agent training
  • Monitor data trends to measure effectiveness, benchmarks against best-in-class competitors, and return on investment
  • Manage all aspects of our CRM that is leveraged for contact ticketing and email communications
  • Lead cross-functional projects while managing a high performing team of 3 to 8 associates
  • Design and execute reporting on KPIs for all internal stakeholders on a daily, weekly and monthly frequency

What we are looking for:

Must Have:

  • 4+ years of experience leading large projects and business optimization initiatives within an omnichannel servicing organization.
  • Undergraduate degree with business, management, or project management experience
  • Lean Six Sigma experience (Black Belt preferred)
  • In-depth experience with CRM applications like Zendesk and Salesforce
  • Ability to prioritize, manage time effectively, and meet deadlines
  • Ability to adapt to a changing, fast-paced environment while working virtually with cross-functional business teams
  • Proven ability to drive efficiencies through structured problem solving
  • Exceptional attention to detail and organizational skills
  • Strong interpersonal, analytical and problem-solving skills
  • Ability to adapt to a changing environment

Nice to Have:

  • Contact center experience
  • Working knowledge of Telephony/Cloud-Based Systems
  • Understanding of contact center operations metrics

What we offer:

  • 100% Employer-Paid Health, Dental & Vision 
  • Stock options
  • 401(K) plan
  • Flexible time off
  • 8 paid holidays
  • Team events like trivia, office happy hours, bowling
  • Wellness Perks (massages, fitness classes)
  • Weekly team lunches
  • Learning opportunities

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Skills Required

Analysis

Employer Information

37 project(s) posted hire 0 freelancers
Member since: January 12, 2020
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