Business Analyst Team Lead

Guidehouse•San Antonio, TX

About The Position

The Business Analyst Team Lead provides engagement support across a wide range of activities. Working with engagement leadership, this individual can expect to provide support in some, or all of the following areas: Customer Contact Center Team Lead Support engagements internal / external compliance requirements. Maintain project controls processes and best practices. Support onboarding / offboarding efforts, and other resource management related activities Creates, manages, and tracks all operational support metrics supporting Service Level Agreements (SLA’s), Quality Assurance, Workforce Management, and Training functions Support project managers and provide coordination for strategic initiatives Coordinate meetings including notifications, agendas, minutes, and follow-up correspondence Assist in tracking risks, issues, change requests, and the creation/maintenance of project status reports Monitor and track agent performance and productivity Support the intraday monitoring, forecasting and management of all org workflows to ensure service level goals are achieved Develop and maintain interactive Power BI reports and dashboards to deliver accurate and timely insights Use historical data and trends to forecast future workload and staffing needs. Consider factors like seasonal variations and historical performance. Conduct Process Analysis and Improvement Activities such as: Conduct gap analysis between current state and desired future state; Develop process maps, workflows, and standard operating procedures; etc. Engage in Stakeholder Management Activities such as: Collaborate with business users, project managers, developers, and other key stakeholders, etc. Conduct Data Analysis & Reporting Activities such as: Create reports, dashboards, and visualizations to support decision-making Facilitate consensus-building on strategic issues and develop alternative solutions to complex challenges

Requirements

Requires a high school diploma and 8 years of prior relevant experience; some roles may require a university degree, vocational or technical education (Relevant experience may be substituted for formal education)
Experience with O365 tools.
Prior experience in business operations
Experience leading a team
Strategic Thinking: Ability to understand organizational priorities and align work accordingly
Data Analysis: Proficient in MS Word, Excel, and Outlook; skilled in data filtering, sorting, and analysis
Communication: Outstanding interpersonal skills with the ability to work with high-profile individuals and collaborate across teams
Confidentiality: Demonstrates sound judgment and maintains strict confidentiality of sensitive information
Organization: Excellent ability to manage multiple priorities, meet deadlines, and track complex initiatives
Professionalism: Maintains poise under pressure and handles matters with tact and diplomacy
Strong problem-solving skills and the ability to adapt to evolving requirements

Nice To Haves

Knowledge of business operations activities within consulting engagements
Coordinating and tracking projects and strategic planning initiatives across Business Planning and Strategy & Research departments
Prior experience with analyzing project and research data to provide insights and guidance to leadership
Ability to work accurately with numerical detail; to analyze, consolidate, and interpret data.
Experience or coursework related to dashboard creation and data visualization is a plus
Experience in data manipulation, preferably within a business environment.
Experience performing gap analyses and workflow analysis to define current vs. future state capabilities
Designing, developing and maintaining custom Power Apps to automate business processes and enhance data workflows
Utilized Power Automate to integrate disparate systems, streamline repetitive tasks, and optimize process efficiency
Collaboration with cross-functional teams to ensure data accuracy, consistency, and security
Engagement experience with customer stakeholders to understand desired business outcomes and define success criteria
Developed training curriculums and delivered training sessions to the solution’s end users
Developed innovative industry accelerators that contributed to thought leadership white paper development
Researching and analyzing diversified operational support data to draw valid conclusions
Collecting and analyzing Voice of Customer survey metrics to facilitate discussions on operational performance gaps affecting real-time ope

Responsibilities

Customer Contact Center Team Lead Support engagements internal / external compliance requirements.
Maintain project controls processes and best practices.
Support onboarding / offboarding efforts, and other resource management related activities
Creates, manages, and tracks all operational support metrics supporting Service Level Agreements (SLA’s), Quality Assurance, Workforce Management, and Training functions
Support project managers and provide coordination for strategic initiatives
Coordinate meetings including notifications, agendas, minutes, and follow-up correspondence
Assist in tracking risks, issues, change requests, and the creation/maintenance of project status reports
Monitor and track agent performance and productivity
Support the intraday monitoring, forecasting and management of all org workflows to ensure service level goals are achieved
Develop and maintain interactive Power BI reports and dashboards to deliver accurate and timely insights
Use historical data and trends to forecast future workload and staffing needs. Consider factors like seasonal variations and historical performance.
Conduct gap analysis between current state and desired future state
Develop process maps, workflows, and standard operating procedures
Collaborate with business users, project managers, developers, and other key stakeholders
Create reports, dashboards, and visualizations to support decision-making
Facilitate consensus-building on strategic issues and develop alternative solutions to complex challenges

Benefits

Medical, Rx, Dental & Vision Insurance
Personal and Family Sick Time & Company Paid Holidays
Position may be eligible for a discretionary variable incentive bonus
Parental Leave
401(k) Retirement Plan
Basic Life & Supplemental Life
Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts
Short-Term & Long-Term Disability
Tuition Reimbursement, Personal Development & Learning Opportunities
Skills Development & Certifications
Employee Referral Program
Corporate Sponsored Events & Community Outreach
Emergency Back-Up Childcare Program