Business Analyst - Contact Center

Summary

Join Walden University as a Business Analyst-Contact Center and lead system and process support for multiple higher education institutions, serving as Subject Matter Expert (SME) in at least two areas such as CRM, Workforce Management, telephony/call center systems, reporting and analytics.

Requirements

• Bachelor's Degree
• Master's Degree Preferred
• 3+ years of customer service experience preferred working in at least one or more of the following higher education areas: Admissions, Registrar Services, Student Finance or Academic Advising
• 3+ years of experience preferred working with CRM, Telephony, Workforce Management, SIS systems processes and/or call center technologies or similar applications
• Experience with project and/or change management
• Some experience with coding and basic programming languages such as SQL for advanced analytical tools such as Cognos or Crystal reports
• Strong MS Office skills required, especially with MS Excel

Responsibilities

• Lead and manage responsibilities as a system and process Subject Matter Expert (SME) and consultant in at least two of the following areas: Customer Relationship Management, Workforce Management, telephony systems and reporting and analytics
• Providing regularly scheduled and ad hoc reports from assigned business systems and learning how to develop reports and dashboards using advanced reporting tools such as Cognos BI, MS Power BI and other business intelligence analytical tools
• Performing administrative functions, executing, maintaining and delivering process requests, overseeing deliverables and Service Level Agreements (SLAs) for each of the systems assigned to you
• Serving as Subject Matter Expert and consultant with good working knowledge of multiple business and system processes in the following areas: CRM, SIS, Student Finance/AR, Workforce Management, Telephony and Omni-channel systems
• Working and communicating with business leaders at all levels to identify needs, determining and recommending system and analytic solutions, documenting data requirements and developing reports and/or system processes to support and optimize business performance
• Serving as liaison with technical teams in IT to communicate business needs, determining level of effort and prioritizing against other initiatives and driving process and system improvements for various system enhancements
• Documenting and tracking activities associated to different academic partners

Benefits

• Health, dental, vision, life and disability insurance
• 401k Retirement Program + 6% employer match
• 15 Days of Paid Vacation Days each Calendar Year
• 12 Paid Holidays + 2 floating holidays