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Contact Center Business Analyst

Company: HomeSafe Alliance
Location: Trenton
Posted on: June 7, 2024

Job Description:

Title:
Contact Center Business Analyst
HomeSafe Alliance is the single global household goods movement manager of over 300,000 Military Household Goods moves per year for USTRANSCOM and the U.S. Armed Forces, Department of Defense civilians, U.S. Coast Guard, and their families.
The Business Analyst role requires an analytical and technically skilled individual to lead our analytics and data mining efforts within our Contact Center. This position will be responsible for coordinating, scheduling, documenting, and assisting with process improvement initiatives in the Contact Center.
The Business Analyst will work cross-functionally with key stakeholders in contact center operations, Booking, Dispatch, and various project teams to drive process improvement and track progress against goals. This role requires an individual with excellent analytical abilities, outstanding business acumen, and comfort with contact center metrics and systems.
POSITION DESCRIPTION :



  • Analyze data, gather insights, and evaluate current business processes to identify potential process improvement opportunities.


  • Participate in project meetings and propose improvements.


  • Collaborate with project managers, cross-functional teams, and stakeholders complete project tasks and produce deliverables.


  • Monitor project milestones and progress.


  • Maintain documentation regarding various projects, processes, and operations.


  • Schedule stakeholder meetings, documents and generate reports.


  • Conduct post project analysis to determine effectiveness.


  • Perform other duties as assigned.


    QUALIFICATIONS AND SKILLS REQUIREMENTS :


    • Bachelor's degree or equivalent experience in lieu of degree.


    • 2 years' experience analyzing data and creating reports in a contact center environment


    • Must be a U.S. citizen due to contractual requirements.


    • Knowledge of Microsoft Office Suite including Word, Excel, and PowerPoint.


    • Good communication and interpersonal skills capable of maintaining strong relationships.


    • Strong organizational and multitasking skills with the ability to manage competing priorities.


    • Excellent analytical and problem-solving skills.


    • Good collaboration skills.


    • Detail oriented, flexible, and capable of working with minimal supervision.


      Preferred


      • Prior experience creating dashboards.


      • Military move industry experience, Military experience and/or immediate family member of a military member while on active duty.


        Note : This position is fully remote / work from home. HomeSafe will supply appropriate equipment, employee provided high speed internet is required. ---
        Inclusion and Diversity at HomeSafe Alliance:
        At HomeSafe, we are passionate about our people, sustainability, and our Zero Harm culture. These inform all that we do and are at the heart of our commitment to, and ongoing journey toward being a more inclusive and diverse company. That commitment is central to our team of team's philosophy and fosters an environment of real collaboration across cultures and locations. Our individual differences and perspectives bring enhanced value to our teams and help us develop solutions for the most challenging problems. We understand that by embracing those differences and working together, we are more innovative, more resilient, and safer.
        Benefits:


        • Medical, Dental and Vision Insurance.


        • Paid time off (PTO) Three weeks of PTO for newly hired employees


        • 401(k)


        • Health and Wellness Programs


        • Disability, Life and AD&D insurance


        • Employee Support program


        • Family Support: Bright Horizons, child and elder care services


        • Teladoc Medical Experts, second opinion program


        • Travel Accident & Medical


        • TRICARE Supplement Plan


        • Voluntary Benefit Plans


        • And more!


          HomeSafe is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.
          HomeSafe--- - Delivering Solutions, Changing the World.
          HomeSafe has been established to be the premier household goods move management service provider for the U.S. Armed Forces, Department of Defense (DoD) civilians, and their families. Our team is dedicated to providing fast, easy, and efficient relocation experiences.
          More than 300,000 military and government households are relocated every year. Coordinating these transfers is a massive undertaking-and we're proud to say that HomeSafe is positioned to improve the customers' moving experience. As a household goods moving service integrator, we provide earlier visibility into upcoming moves and greater network throughput capacity-ensuring household goods shipments are picked up and delivered on time.
          With cutting-edge technology and proven logistics expertise, we're transforming the moving process by continuously evaluating, refining, and improving our tools and techniques. We're dedicated to making sure that every move is better than the last.
          We thank you for your service, and for the privilege of serving you in return.
          A t HomeSafe, We Deliver.
          Fraud Alert
          Fraud has infiltrated the job placement market via the internet, email and direct phone contact. Attempts have included unauthorized use of HomeSafe's name and logo to solicit potential job seekers or to extend false job offers. Bad actors may mix in fake job advertisements with legitimate postings. These ads can include contact instructions and require job seekers to send sensitive personal information or money to pay for visa applications, processing fees, etc., in exchange for consideration for a high-paying position.
          HomeSafe will never ask for any sort of advance payment as part of the recruiting/hiring process. Candidate profiles are carefully managed to protect personal information.
          Benefits:


          • Medical, Dental and Vision Insurance.


          • Paid time off (PTO) Three weeks of PTO for newly hired employees


          • 401(k)


          • Health and Wellness Programs


          • Disability, Life and AD&D insurance


          • Employee Support program


          • Family Support: Bright Horizons, child and elder care services


          • Teladoc Medical Experts, second opinion program


          • Travel Accident & Medical


          • TRICARE Supplement Plan


          • Voluntary Benefit Plans


          • And more!

Keywords: HomeSafe Alliance, Trenton , Contact Center Business Analyst, Professions , Trenton, New Jersey

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