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


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

 Identify trends, gather requirements for solution and support the implementation of the solution through complete.

 Formulate and document process workflow / standard operating procedures.

 Create ad hoc reports, reporting tools and presentations.

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

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

 Identify best practice through research as well as discussion with the CCC team.

 Develop business cases and/or PAR’s

 Gather business requirements and document accordingly

 Be able to work as part of a Project team.

Key Stakeholders


 Group Voice and Virtual Team

 Group CCC Hub Heads

 CCC Heads

 Country RB Heads

 ITO

 Senior Scope International stakeholders

Other Responsibilities

 Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.

Qualifications:

 Degree in Computer Engineering or equivalent

 Excellent analytical, problem solving skills and a creative flair

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

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

 Familiar with HTML and Javascript

 Excellent communication skills both verbal and written English

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

 Focused, organised, results-oriented and works independently to strict timeframes

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

 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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