Business Analyst (Business title: Business Analyst)
Position Overview
As a Business Analyst II, you will be responsible for the simplification of technical support processes for FFH, Smart Home, and Mobility Technical Support. This includes issue identification, business case, process design or redesign, execution, and benefit tracking.
Key Responsibilities
- Monitor key performance indicators related to technical support performance
- Analyze call center data to identify patterns and trends in repeat drivers and AHT outliers, develop and implement actionable insights
- Conduct in-depth investigation into the root causes of repeat drivers and AHT outliers
- Collaborate with Operations leaders to understand operational challenges
- Design and propose simplified processes
- Coordinate the development of training materials with enablement leaders to improve agent performance
- Use current technology to develop proof of concept ideas to drive improvements
Core Competencies
- Highly organized team player who is willing to learn new skills and isn’t afraid to learn from mistakes. You will also need strong technical support knowledge in at least one line of business
Leadership Competencies
- You will need to be a trusted adviser who can influence decisions based on your solid business knowledge and communication of the expected outcomes
Functional Competencies
- Strong knowledge of technical support and the tools used by frontline agents
- Proficient data analytics skills
- Ability to decompose complex problems and design simplified solutions
- Ability to use technology to learn and adapt quickly
Qualification Required
- 1+ years of experience in FFH, SHS, or Mobility technical support
- Certification in process improvement methodologies (LSS GB) or Business Analysis (ECBA or CBAP) would be an asset
- Proficient oral and written English skills required
- Proficiency in French is an asset