Business Process Analyst II

About the role

The Business Process Analyst II supports the Contact Center Supervisors, Deputy Manager, and Contact Customer Services Operations Manager. This role involves analyzing and documenting business processes, supporting system enhancements and testing efforts, developing operational reports, conducting research and data analysis, and recommending process improvements.

Responsibilities

• Supports operational initiatives and business process improvement efforts.
• Facilitates and executes special projects as identified by management and supervisory staff.
• Conducts research and analysis using QuEST dashboards, CRM systems, operational reports, and other available data sources.
• Analyzes, documents, reviews, and evaluates organizational business processes and user needs to identify opportunities for improvement.
• Gathers, assesses, and formulates user feedback to align operational requirements with overall business objectives.
• Documents, recommends new processes, workflows, and operational improvements while obtaining feedback from impacted stakeholders.
• Supports the development, enhancement, testing, and implementation of operational systems, including QuEST, CRM, and related applications.
• Performs and documents User Acceptance Testing (UAT), smoke testing, system validation activities, and post-deployment support for QuEST, CRM, and other operational systems.
• Develops, executes, and tracks test cases for QuEST and other systems as required by the PBGC Business Process Group.
• Reviews Service Requests and Tasks, identifies trends, and provides recommendations for process improvements.
• Affords support to management and supervisory staff with research, reporting, data analysis, and operational improvement initiatives.
• Aids in agent coaching and development efforts by identifying training opportunities and process gaps.
• Demonstrates project leadership by managing multiple concurrent projects and assignments while ensuring timelines and deliverables are met.
• Prepares workflow documentation, business requirements, reports, and recommendations for leadership review.
• Collaborates effectively with internal stakeholders to support operational objectives and service excellence.
• Performs a variety of complex tasks under general supervision while exercising sound judgment, creativity, and initiative.

Qualifications

• 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

Benefits

To learn more about our total rewards package, including competitive pay, performance-based incentives, and benefits that promote well-being and work-life balance, please visit: https://careers.serco-na.com/us/en/what-we-offer.