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Business Analyst-Call Center Technology-Cust Ops

Date posted 01/17/2020 Requisition Number: 256673BR Location: United States - Missouri - Maryland Heights Area of Interest: Billing Operations, Customer Operations Position Type: Full Time
JOB SUMMARY

The Business Analyst serves as a liaison between the business community and the IT organization and/or vendors in order to provide technical solutions to meet user needs. Possesses expertise in the business unit(s) supported as well as an understanding of the IT organization’s systems and capabilities. Provides complex analysis services, translating user needs into detailed specifications to allow Information Technology Department to deliver an appropriate solution. Works independently with minimal supervision.


MAJOR DUTIES AND RESPONSIBILITIES

Actively and consistently support all efforts to simplify and enhance the customer experience.

First point of contact for all requests pertaining to the Call Center Technology teams support portfolio. Perform triage and intake assignments to various teams within Call Center Technology.

Analyze business partner’s operations to understand strengths and weaknesses in order to determine opportunities to automate processes and functions.

Assist in business process redesign and documentation as needed for new technology.

Translate high-level business requirements into functional specifications for the IT organization and/or vendors. Manage changes to such specifications.

Negotiate agreements and commitments by facilitating communication between business unit(s) and IT and/or vendors from initial requirements to final implementation.

Work with business partners within one business function to align technology solutions within business strategies.

Assist Project Managers in development of project plans and use associated project planning tools as needed.

Conduct feasibility studies to assess cost/benefit, efficiency and technical viability of solutions to business problems.

Analyze business processes, functions, and procedures to determine most effective business systems software to meet the needs of the organization.

Establish specifications and objectives based on business requirements and cost effectiveness; provide recommendations to management personnel.

Collaborate with management in systems development and design.

Develop test plans and coordinate software testing.

Perform other duties as assigned.



REQUIRED QUALIFICATIONS

Skills/Abilities and Knowledge


Ability to read, write, speak and understand English
Working knowledge of cable television operations, processes and billing systems
Excellent interpersonal skills and ability to present performance feedback effectively
Excellent presentation skills with small- to medium-sized groups
Strong analytical ability
Ability to work independently
Extensive Microsoft Office Visio experience
Extensive Microsoft Office Excel experience
Extensive Microsoft Office Word experience
Experience with SQL (MSSQL/Oracle)


Education
  • Bachelor’s degree in business administration, computer science or related field

Related Work Experience
  • Procedural documentation and project implementation experience
  • Experience training supervisors in a call center environment


PREFERRED QUALIFICATIONS

Skills/Abilities and Knowledge
  • Demonstrated project management and leadership abilities
  • Experience working with IVR and PBX implementations
  • Experience supporting/developing call center agent applications
  • Experience with Jira/Confluence application


Related Work Experience
  • 5 years of call center/customer care operations management experience
  • 5 years MSSQL/Oracle SQL experience

WORKING CONDITIONS
  • Normal office conditions

The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.

FCC Unit: 13526 Business Unit: Customer Operations Apply Later

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