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Business Analyst
Category: Other
  • Your pay will be discussed at your interview

Job code: lhw-e0-88357752

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  Job posted:   Sun Apr 15, 2018
  Distance to work:   ? miles
  2 Views, 0 Applications  
Business Analyst
Business Analyst

Job Number:JO-1804-2644

Location:Melbourne, FL



We are Radial, the leader in Omnichannel commerce technologies and operations. We enable our clients to profitably exceed customer expectations by taking on the complexity of their Omnichannel retail business and transforming it into a seamlessly orchestrated customer experience.

To bring order to ordering. To make fulfillment more fulfilling. To keep commerce clicking. When we partner with our clients to execute their orders, payments, fulfillment, or customer care, our clients' promises become ours. To learn more, visit Position Summary The Business Analyst's primary purpose is to support the ongoing process improvement efforts related to the agent and consumer experience through the application of technology and applied process changes. This position makes recommendations for necessary process changes, providing requirements based upon applicable service offerings. The incumbent will support contact center Operational Excellence Solution Enablement initiatives specifically focused on First Contact Resolution, Call Optimization, Consumer Experience, Agent Experience and overall efficiencies.

Essential Functions· Support Strategic Programs under direct supervision (e.g. MMS)

· Be a key contributor to the MMS project through , implementation support and adoption facilitation

· Collaborate with Operational and Technical staff to identify, solve for and implement change and enhancements to the agent and consumer experience

· Gather requirements (use case or process flow) based on solution enablement framework

· Assist with Functional and User Acceptance Testing Sessions

· Identify process improvement opportunities for robotic desktop automation and/or guidance

· Communicating with departmental representatives and client management regarding project status, supporting process improvement initiatives and corrective actions

· Establish and maintain strong customer relationships with internal customers, managers and staff

· Performs other incidental and related duties as required and assigned Knowledge/Skills/Abilities

· Strong project delivery skills

· Strong organizational skills

· Attention to detail

· Strong interpersonal skills

· Ability to utilize contact center technology

· Intermediate knowledge of Excel and Visio for process mapping· Analytical and problem solving skills· Ability to work independently

· Working knowledge of Microsoft Office products in addition to Email and Internet

· Able to meet and maintain productivity standards in a multitask environment

Education/Special Designation or Licensure· Associates Degree in related field or equivalent training and/or work experience

· Green Belt Six Sigma training helpful

Experience· Candidate with process review and / or auditing experience, as well as previous experience in analytical and systematic roles preferred

· Prior experience working on project teams with clear deliverables and deadlines

· Prior call center environment work experience preferred

· Prior experience working with OpenSpan and/or beneficial

· 6 months prior related work experience supporting long term business goals through a project/structured management approach

Radial is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Radial is committed to ensuring that its online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please contact us by emailing. We will work to assist disabled job seekers whose disability prevents them from being able to apply online.

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