What are the responsibilities and job description for the Business Analyst - Call Center position at Mount Sinai Medical Center?
Job Summary
The Business Analyst position will be responsible for focus areas within Information Technology and the Contact Center. Primary responsibilities will include ongoing analysis to identify areas of concern or opportunities to improve processes and workflows, workforce management, reporting, as well as meeting with key leaders within the organization. This critical role supports Contact Center operations with an emphasis on business metrics, performance improvement and workforce management forecasting to optimize service levels. The ideal individual must demonstrate strong analytical skills, critical thinking skills, as well as interpersonal skills.
Key Responsibilities :
- Develops, reports, and analyzes contact center and business metrics specific to monitor progress against targets and goals
- Provides CCaaS system implementation and support.
- Performs analysis to provide performance trending / opportunities of overall contact center results on a daily, weekly, monthly, quarterly, year over year and ad hoc basis.
- Prepares reports of findings for management to facilitate decision-making.
- Recommends, develops and implements appropriate strategies, plans, tools and approaches to drive successful performance.
- Partners with management to develop and operationalize staff forecasting and staffing strategies.
- Focuses on planning and optimizing the performance of contact center representatives by analyzing data, performance, and trends in order to manage service levels and adherence to schedule.
- Balances operational efficiency and customer satisfaction to effectively staff environments that handle voice, email, chat, SMS, and other integrations or channels.
- Ensures system changes and requests are prioritized and addressed directly, or with vendor technical support.
- Attends various training sessions to stay current on trends, system capabilities, and releases.
- Performs other duties as assigned / required.
Minimum Requirements :
Benefits
We believe in the physical and mental well-being of our employees and are committed to offering comprehensive benefits that fit their personal needs. Our robust employee benefits package includes :
