Description : Business Analyst (Contact - Call Center). Company : Foot Locker Corporate Services, Inc.. Location : United States
Overview:
This role is
remote
(EST or CST candidates preferred).
If you are in Chicago, NYC, Camp Hill, PA or the St. Pete/Tampa market you will be
hybrid
and be required to go into the office as needed.
The Business Analyst will be responsible for analyzing contact center business processes, identifying areas for improvement, and implementing solutions that increase efficiency and customer satisfaction. Ideally the candidate will have strong understanding of the call center operations, excellent analytical and problem-solving skills and experience with process improvement methodologies.
Responsibilities:
- Collect and analyze data to identify trends and opportunities for process improvement
- Collaborate with cross functional teams to design and implement new processes and systems
- Create and maintain documentation of business processes, policies and procedures
- Communicate with stakeholders to understand their needs and requirements
- Develop and deliver training to call training staff on new processes and systems
- Monitor and measure effectiveness of implemented solutions and make recommendations for further improvements
- Participate in the development and implementation of new call center initiatives and projects, which includes QA testing
- Minimum of 2 years of experience
- A 4 year degree is a plus
- Call/contact center experience is a plus
- Knowledge of Power BI, Tableau, Jira a plus
- Intermediate to advanced skills with Word, Excel, Access, SQL, Visio, PowerPoint, and other computer applications
- Problem-solving skills
- Ability to keep sensitive information secure and confidential#LI-AF1
- Salary: $50000 - $60000 / year
- 30-50% employee discounts
- Medical / dental / vision / life insurance options
- 401(k) with company match
- Paid time off including holidays
- Opportunities for advancement
- Tuition reimbursement program
