Business Analyst

Our business is fast paced and constantly evolving to provide 'Best in Case' Customer Experiences.

• You will work as liaison between technical teams and call center operations to enable successful containment, system improvements and issue resolution.
• Serve as a third-tier resource coordinating an innovative Connected Operations team to close escalated customer cases at a 'Best in Case' pace.
• Demonstrate an ability to multi-task, get results and collaborate across multiple teams
• Gain/exhibit knowledge on myBrand Mobile Application execution and run escalated cases regarding its performance.
• Advocate change to enterprise processes or applications when issues are detected after resolving root cause and appropriate corrective actions
• Perform sophisticated data analysis regarding Call Center performance and impacts to CSAT scoring.
• Escalate and prioritize issues as needed for root cause analysis and corrective action to SMEs or application teams
• Steer technical triages and deliver technical issue content to end users and business owners.
• Prepare reports and presentations illustrating key performance metrics as needed to management.
• Resolve operational and technical support enhancements for existing and new services.
• Document, track and trend escalated cases, production incidents and defect closures