Business Process Analyst II

About the role

Looking for a high energy and fast-paced environment where you can make a difference every day? Discover this great opportunity to be a part of a dynamic team, supporting our customers with their retirement pensions. Bring your expertise and collaborative skills to make an impact towards servicing our retirees. Serco and PBGC protect the retirement security of over 35 million Americans in single employer and multiemployer pension plans. Our goal is to provide the highest level of customer support and to work to protect workers and retirees hard earned pension benefits.

The Business Process Analyst II serves as a key operational support resource for the Contact Center Supervisors, Deputy Manager, and Contact Customer Services Operations Manager. This position is responsible for analyzing and documenting business processes, supporting system enhancements and testing efforts, developing operational reports, conducting research and data analysis, and recommending process improvements.

Responsibilities

• Provide reports, analysis, and other deliverables related to Contact Center operations to the Contact Customer Services Operations Manager.
• Serve as a point of contact for Contact Center Supervisors, the Deputy Manager, and the Contact Customer Services Operations Manager, supporting operational initiatives and business process improvement efforts.
• Support the facilitation and execution of special projects as identified by management and supervisory staff.
• Conduct research and analysis using QuEST dashboards, CRM systems, operational reports, and other available data sources.
• Analyze, document, review, and evaluate organizational business processes and user needs to identify opportunities for improvement.
• Gather, assess, and formulate user feedback to align operational requirements with overall business objectives.
• Document, and recommend new processes, workflows, and operational improvements while obtaining feedback from impacted stakeholders.
• Support the development, enhancement, testing, and implementation of operational systems, including QuEST, CRM, and related applications.
• Perform and document User Acceptance Testing (UAT), smoke testing, system validation activities, and post-deployment support for QuEST, CRM, and other operational systems.
• Participate in the development, execution, and tracking of test cases for QuEST and other systems as required by the PBGC Business Process Group.
• Review Service Requests and Tasks, identify trends, and provide recommendations for process improvements.
• Support management and supervisory staff with research, reporting, data analysis, and operational improvement initiatives.
• Assist with agent coaching and development efforts by identifying training opportunities and process gaps.
• Demonstrate project leadership by managing multiple concurrent projects and assignments while ensuring timelines and deliverables are met.
• Prepare workflow documentation, business requirements, reports, and recommendations for leadership review.
• Collaborate effectively with internal stakeholders to support operational objectives and service excellence.
• Perform a variety of complex tasks under general supervision while exercising sound judgment, creativity, and initiative.

Requirements

• High School Diploma or GED
• Two (2) years of experience as a Customer Service Representative, or at least one (1) year of demonstrated experience handling moderately complex inquiries or unusual issues requiring customized communication solutions and providing support to Level 1 and Level 2 staff.
• Previous experience working on the PBGC contract
• Proficiency with Microsoft Excel, Microsoft PowerPoint, Microsoft Word, Microsoft Teams, and Microsoft OneNote.
• Strong work ethic and excellent attendance record.
• Excellent multitasking and organizational skills.
• Excellent verbal and written communication skills.
• Ability to work flexible hours as needed to meet business objectives.
• Ability to work well under pressure while maintaining professionalism at all times.
• Ability to work effectively in a fast-paced environment.
• Excellent attention to detail.
• Ability to collaborate and communicate effectively with both internal and external colleagues.
• Candidates must be located in one of the following states: OH, FL, WV, VA, MD, DC, DE, CA, PA, IA, TN, GA, CO, MN, TX, IL, KY, ME, NC, or MA.

Benefits

• Medical, dental, and vision insurance
• Robust vacation and sick leave benefits, and flexible work arrangements where permitted by role or contract
• 401(k) plan that includes employer matching funds
• Tuition reimbursement program
• Life insurance and disability coverage
• Optional coverages that can be purchased, including pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection
• Birth, adoption, parental leave benefits
• Employee Assistance Plan

Pay

Salary range: The range for this position can be found at the top of this posting. This range is provided as a general guideline and represents a good faith estimate across all experience levels. Actual base salary will be determined by a variety of factors, including but not limited to, the scope of the role, relevant experience, job-related knowledge, education and training, key skills, and geographic market considerations.