Business Analyst in Colorado Springs, CO at WOW!

Date Posted: 2/3/2018

Job Snapshot

Job Description

Summary:


This role will deliver actionable insights, outcomes, and recommendations across WOW! Business units aimed at driving business value, reducing operating costs, and improving the overall customer experience.



Duties and Responsibilities:


Essential duties and responsibilities include but are not limited to those listed below:



  • Gathers and analyzes data thoroughly to identify problems of varying complexities and provide business solutions; via data analysis, uncover the insights to the business that may be hidden in the data

  • Analysis efforts will include utilizing structured and unstructured data across different systems and platforms through various data manipulation, cleaning and merging techniques to deliver complex and or advanced statistical modeling analysis, actionable recommendations and meaningful insights

  • Perform data mining activities and research to guide Service and Experience Analysts and drive root cause analysis studies

  • Conduct trending analysis to identify improvements and understand the customer experience aimed at actionable business improvement

  • Identify process improvement opportunities within the department and across the organization, and provide guidance to improve efficiency and execute needed change.

  • Create, update and maintain dynamic dashboards



  • Statistical analysis to identify correlations within the data

  • Determines relevancy of data and identifies alternative data sources as needed to ensure analytics requested can be completed

  • Collaborates with both the analytic organization and business owners to turn data into actionable business insights

  • Point of contact for implementing Speech Analytics within the organization and to all critical departments, maximizing Speech Analytics potential

  • Meeting with SME's of each department, gathering the requests for analysis, queries and reporting needs

  • Skills in developing process flows

  • Serves as a team leader within a work group or on cross-functional teams; accepts team lead stretch assignments. Presents results, recommendations, and business insights to broader senior leadership team

  • Actively work with various internal and external teams by providing data expertise, offering original perspectives, and challenging conventional views to better align decision making/perceptions with changing business needs

  • Flexibility and ability to adjust to changing priorities of new strategies, offers, regulations and policy changes

  • Works under minimal supervision/guidance from management

  • Other duties as assigned



Qualifications:


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



-Education:



  • Bachelor's degree in mathematics, statistics, or related experience required



-Experience/Skills Needed:



  • Two (2+) years of analytics or equivalent experience in a business analyst role preferably within call center operations

  • Two (2+) years' experience with customer facing and project coordination

  • Experience in preparing written project status reports and executive briefings required

  • Highly disciplined self-starter with solid collaboration and communication skills who thrives on data, language and technology

  • Strong analytical skills, root-cause analysis skills and attention to detail

  • Skilled in developing process flows

  • Excellent organizational skills

  • Excellent negotiating, consensus building and conflict resolution skills

  • Detail oriented and able to multitask and meet deadlines

  • Mentor junior analysts and quality team members.



-Computer Skills:



  • Advanced statistical analysis skills highly desirable (Including tools such as R, SaS, SaS-VA, Speech Analytics Tools)

  • Advanced experience with MS Excel, Access and Power Point skills required

  • Familiarity with other MS products and reporting platforms (Including Tableau, OBIEE, Congos, SSRS, etc.)



-Physical Demands/Working Conditions:


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



  • Use of a PC, computer over 5 hours a day

  • Regularly required to talk and hear

  • Required to use hands to type, handle objects and paperwork

  • Required to use close vision and be able to focus and see colors

  • Must be able to perform computer functions and operate routine office equipment

  • Must be able to travel to market locations on an occasional as needed basis



WOW! is an Equal Opportunity Employer/Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity employer

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