Business Analyst in Colorado Springs, CO at WOW!

Date Posted: 3/11/2020

Job Snapshot

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Job Description

The Business Analyst-CC is responsible for assisting with the management of all, budgetary, general accounting and finance responsibilities associated with the operation of the customer care organization and performs analysis of all relevant metrics and data critical for decision-making in a call center environment in accordance with company policy, as well as Generally Accepted Accounting Principles.

Duties and Responsibilities:

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

  • Assists with the annual development of a budget model dictating spending for the business and customer care organization for submission to the corporate office including variance analysis for year-over-year and month-over-month spending 
  • Facilitates and supports communication between the Corporate Finance team and Customer Care
  • Regularly performs business case analysis by routinely working with multiple departments or vendors to provide analytical insights for management to achieve their operational and financial goals
  • Supports AP and Expense report accuracy and approvals
  • Creates and facilitates data mining, reporting, data visualizations and analysis from multiple sources to evaluate operational initiatives, enhance the customer experience and drive operational efficiencies 
  • Assists with the development of monthly operational reports and dashboards, including financial analysis, call center metric analysis, and consolidation of other call center departmental information to provide recommendations to management.
  • Responsible for managing financial reports, monitoring spending, and overseeing invoice payments for our business partners, contributing to financial management 
  • Works closely with WOW’s Project Managers to drive increased automation and improvement of many call center reporting tools
  • Works closely with stakeholders supporting and creating reporting, ensuring that all data is maintained accurately, reports are generated in a timely manner, and the critical data required to make daily decisions is available to all end users
  • Evaluates and makes recommendations for financial process improvements, to enhance center performance and improve efficiency 
  • Completes special projects as assigned. For example, this position may be assigned projects related to property modification (office space addition, painting, roofing, etc.), for financial analysis     
  • Support vendor relationships from an auditing/financial standpoint
  • Other duties as assigned


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.


  • High School Diploma required
  • Bachelor’s degree from a four-year college or university (in a relevant business field, such as accounting or finance) preferred

-Experience/Skills Needed:

  • Minimum one-year professional work experience required
  • 1 – 2 years Analytics and Accounts Payable experience preferred
  • Knowledge of call center operations and associated metrics is strongly preferred
  • Must possess proven ability to manage a project from start to finish 
  • Strong organization skills are required, with demonstrated ability to effectively handle multiple priorities and tasks  
  • Must be able to able to manage priorities, and work in a self-directed manner  
  • Must possess excellent communication skills (both verbal and written)  
  • Must be able to communicate effectively with employees both individually and in small groups  
  • Must be able to effectively communicate with all departments, to include field operations 
  • Must be able to convey technical and financial information to non-technical and non-financial team members
  • Must be able to develop and deliver professional level presentations surrounding financial and operational topics
  • Must be able to perform all mathematical functions related to the calculation of all call center metrics and financial ratios 
  • Must possess ability to perform complex mathematical functions  
  • Must possess the ability to analyze complex operational issues, and recommend appropriate solutions 
  • Must possess in-depth knowledge of all operational departments to effectively analyze financial and technical solutions  
  • Must be able to use technical/financial knowledge in conjunction with operations knowledge to analyze situations and recommend appropriate solutions

-Computer Skills:

  • Must possess superior computer skills, with expert-level proficiency in Microsoft Excel and/or Google Suite, including the ability to develop and maintain complex spreadsheets for internal financial applications  
  • Superior knowledge of all other Microsoft Office (especially MS PowerPoint or Google Slides) products is required and knowledge of database applications, such as TM1, SQL, MS Access, and Tableau is strongly preferred  
  • Familiarity with in-house accounting systems (such as NetSuite) is preferred, but not required

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


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