Business Analyst - Perfomance Management
HP
Ex. 5+ years of experience
Full Time
Bangalore,India
Job Description
About the job
A Business Analyst for the Performance Management team is expected to provide valuable Insights for the Customer Care Center organization. Should be able to understand Business requirements to develop solutions that address the needs. The analyst should be well versed with Contact Center processes, key performance indicators, reporting tools, analytics methods (descriptive, diagnostic, predictive, prescriptive) and database concepts to merge data across different sources to be able to present to stakeholders insights in different visualization layers.
Main responsibilities:
- Provide valuable business insights thru analytics for the Customer Support Rapid and Radical programs.
- Create, design and implement Ad Hoc data analytics and reports per stake holders´ requirements.
- Raise the flag whenever KPIs trends negatively, proactively supply with business insights and support the markets/theatres in the corrective action plan creation.
- Contribute with actionable plans to drive operational excellence within the markets/theatres.
We are looking for an individual with the following qualifications:
- 5+ years of professional experience in business analysis, data management or statistical analysis
- High level of competence with Excel – Mini tab
- Experience with usage, creation and design of dashboards and visualization tools (Power BI, Power Pivot, Tableau and QlikView) – Ability to quickly and accurately organize data and transform it into visual tools and meaningful information
- Proficiency in the following languages: SQL, Python or R
- Experience with ETL and data clean up tools.
- Green or Black belt certified
- COPC knowledge, certification is a plus
- Advanced verbal and written communication skills for writing reports/proposals and making presentations
- Ability to clearly and effectively articulate or communicate technical results to a non-technical business audience (facts, trends, patterns etc.)
- Strong knowledge and understanding of the Contact Center KPIs – Confidence in using operational metrics to identify correlations, trends and action plans. Data driven person.
- Self-starter – Highly motivated in business understanding and “playing†with high volume of data
- Execution Management – demonstrated ability to influence at higher levels & coordinate/collaborate across team mates to get things done
#Li-post
About HP
You’re out to reimagine and reinvent what’s possible—in your career as well as the world around you. So are we. We love taking on tough challenges, disrupting the status quo, and creating what’s next. We’re in search of talented people who are inspired by big challenges, driven to learn and grow, and dedicated to making a meaningful difference.
HP is a technology company that operates in more than 170 countries around the world united in creating technology that makes life better for everyone, everywhere.
Our history: HP’s commitment to diversity, equity and inclusion – it’s just who we are. From the boardroom to factory floor, we create a culture where everyone is respected and where people can be themselves, while being a part of something bigger than themselves. We celebrate the notion that you can belong at HP and bring your authentic self to work each and every day. When you do that, you’re more innovative and that helps grow our bottom line. Come to HP and thrive!
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