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Business Analyst - Call Center Support

Business Analyst - Call Center Support

Job Description

Argus is seeking a Business Analyst to join the Customer Service Support Team in downtown Kansas City!

This team of Business Analysts are referred to as Customer Service Support Analysts.  These team members work on a variety of projects, which fall outside of traditional day-to-day call center/customer service operations.

The following are daily functions and expectations of our Support Analytics Team:



  • Design, create, and maintain new databases and user interfaces and/or modify and configure existing vendor tools and software applications used to capture workflow and other types of data (e.g., call center workforce management software).
  • Gather and document functional business requirements, determine appropriate resources required to expedite requests, and then draw upon those resources as needed.
  • Create test scripts and perform testing and analysis in response to system or application implementations, enhancements, conversions, de-conversions, etc.
  • Generate and/or run queries, scripted and unscripted reports as directed (e.g., ad hoc, workload forecasts, call arrival patterns, telecom routing schedules, staffing models, scheduling arrangements, skill assignments, tenure, attrition, individual utilization, service level adherence) and may upload files to various platforms as required.
  • Produce and help to manage daily/weekly workload forecast and staffing models using input from all transactions, incoming voice lines, management and other variables (e.g., marketing mailings, scheduled meetings, training, historical trends, seasonal volumes).
  • Discuss with management regarding intraday workloads, schedules, and allocation of the workforce, implement skill assignments, and make scheduling arrangements which optimize incoming call handling.
  • Evaluate the immediate and long-term impact or consequences of making changes to processes and/or products (looking beyond the scope of one project/client) and may work with management to make recommendations for procedural changes and/or modifications.
  • Work closely with technical resources to stay abreast of system updates and functionality and attend various training sessions to stay current on trends, system capabilities, and releases.

Qualifications


  • 1+ year of Business Analyst Experience
  • Expert level with MS Access & Excel
  • Mathematically inclined
  • Analytical nature

Argus is an equal opportunity employer that values diversity in the workplace and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected.

Job Requirements

 

Job Snapshot

Employment Type Full-Time
Job Type Customer Service, General Business, Information Technology
Education Not Specified
Experience Not Specified
Manages Others Not Specified
Industry Other Great Industries
Required Travel Not Specified
Job ID 17956BR
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Business Analyst - Call Center Support


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