Current job Openings

Current Job Openings for IT

Business Analyst

Experience: 6 to 9 Years
Job Description:
PURPOSE:

The Business Analyst will provide support in driving customer satisfaction and operational excellence through operational improvements and a tight operating rhythm across Global Contact Centre sites.

RESPONSIBILITIES:

Business

ï‚· Utilize data, metrics, system tools as well as survey/assessment to identify improvement opportunities
among the Contact Centre process, people and systems.  

ï‚· Identify trends, gather requirements for solution and support the implementation of the solution through complete.

ï‚· Formulate and document process workflow / standard operating procedures.

ï‚· Create ad hoc reports, reporting tools and presentations.

ï‚· Ensure Group communication, update and relevant information are cascaded to the CCC sites accordingly.

ï‚· Plan and business performance review with the required stakeholders. Take minutes and follow through to closure.

ï‚· Identify best practice through research as well as discussion with the CCC team.

 Develop business cases and/or PAR’s

ï‚· Gather business requirements and document accordingly

ï‚· Be able to work as part of a Project team.

Key Stakeholders

ï‚· Group Voice and Virtual Team

ï‚· Group CCC Hub Heads

ï‚· CCC Heads

ï‚· Country RB Heads

ï‚· ITO

ï‚· Senior Scope International stakeholders

Other Responsibilities

ï‚· Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.

Qualifications:

ï‚· Degree in Computer Engineering or equivalent

ï‚· Excellent analytical, problem solving skills and a creative flair

ï‚· Hands on experience of Advanced computer skills in Excel (V-Lookups, Pivot Tables, Complex formulas, etc.) VBA, Macro, Access and Power Point

ï‚· Good knowledge of SQL, online statistical concepts and analytical tools such as Google analytics, Adobe analytics etc..

ï‚· Familiar with HTML and Javascript

ï‚· Excellent communication skills both verbal and written English

 A team player with excellent interpersonal skills. Ability to manage stakeholders across bank’s network

ï‚· Focused, organised, results-oriented and works independently to strict timeframes

ï‚· Knowledge of SCB standard processes on project management, implementation and post implementation processes will be an advantage

ï‚· Broad knowledge of Contact Centre operations and infrastructure will be an advantage

To Apply :
Contact: Mr Saravanan @ 9176615043
Email: sara@liderconsulting.com

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