CSP BA Drive - 28 Oct 24 - Monday - Bangalore

Overview:

Key Responsibilities:

• Lead and drive business analysis initiatives to identify process improvements system enhancements and operational efficiencies within the customer service domain.
• Work closely with crossfunctional teams to gather and analyze business requirements to support the development and implementation of customer service strategies.
• Utilize data analysis and reporting tools to monitor and measure the performance of customer service operations and identify areas for improvement.
• Collaborate with stakeholders to develop and maintain business process documentation including process maps workflows and standard operating procedures.
• Facilitate workshops and meetings to gather requirements conduct gap analysis and drive process improvement discussions.
• Conduct root cause analysis and develop recommendations to address customer service challenges and enhance the overall service experience.
• Support the development and implementation of customer service metrics and KPIs to measure and track operational performance.
• Participate in the evaluation and selection of customer service technologies and platforms to support business needs and improve operational capabilities.
• Assist in the creation of business cases and project plans to drive customer service improvement projects and initiatives.
• Provide guidance and support to project teams during the implementation and deployment of customer service solutions and process enhancements.

Required Qualifications:

• Bachelors degree in Business Administration Information Technology or related field.
• Proven experience in business analysis process improvement or operational excellence within a customer service or related environment.
• Demonstrated proficiency in data analysis reporting and use of analytical tools (e.g. Excel Tableau Power BI).
• Strong understanding of customer service operations including call center processes service level agreements and customer satisfaction metrics.
• Excellent project management skills with the ability to lead and drive crossfunctional projects from initiation to implementation.
• Exceptional communication and interpersonal skills with the ability to effectively collaborate with stakeholders at all levels of the organization.
• Solid problemsolving abilities with a focus on identifying root causes and developing effective solutions to improve customer service processes and outcomes.
• Experience in conducting workshops requirement gathering and facilitating process improvement discussions.
• Knowledge of industry best practices in customer service and a continuous improvement mindset.
• Preferred certifications such as Certified Business Analysis Professional (CBAP) or Six Sigma.

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