Business Systems Analyst Lead
Huntington National Bank•Columbus, OH
•Remote
About The Position
Leads the more complex Enterprise Contact Center products projects to completion, working with Business Analysts and Business System Analysts to break down work into agile methodology and to ensure all expectations are met. Monitors product to provide transparency to Business and IT leadership on project status and any issues. Leverages existing technology and processes to drive efficiency and increase production. Mentors junior level colleagues as necessary.
Requirements
- Bachelors degree and/or 5 years equivalent experience
- 5 years’ experience driving efficiencies and/or revenue
- Must be self-driven with a “ownership” mindset
- Must be able to meet deadlines and produce deliverables provided by management
- Must have an innate desire to produce good and useful work which manifest as complete ownership of their business
- Ability to partner with business groups, understand their problem and articulate it back to IT delivery channels
- Ability to relate to the mind of the consumer
- Must be sensitive and willing to work with business partners in a manner which recognizes and respects staffing capacities, schedules, and political pressures
- Ability to work with architect and product group manager to set overarching direction and road map for business processes and the contact center platform
- Ability to manage a large and complex number of products and services across multiple lines of business
- Ability to produce a request for proposal, score offerings and show business value
- Be subject matter expert for the Verint Workforce Optimization suite
- Must understand practices for speech analytics, workforce management, agent performance management, quality management
Nice To Haves
- Excellent customer management skills
- Previous Verint experience is a plus
- Previous IVR and call routing experience a plus
Responsibilities
- Leads the more complex Enterprise Contact Center products projects to completion
- Works with Business Analysts and Business System Analysts to break down work into agile methodology and to ensure all expectations are met
- Monitors product to provide transparency to Business and IT leadership on project status and any issues
- Leverages existing technology and processes to drive efficiency and increase production
- Mentors junior level colleagues
- Provide consultative direction to business leaders
- Apply critical thought to understand business problems and recommend processes and/or technology solutions
- Quickly learn new application functionality
- Produce presentations which communicate strategy and value to various levels of leadership
- Meet deadlines and produce deliverables provided by management
- Cultivate relationships with IT and business partners
- Partner with business groups, understand their problem and articulate it back to IT delivery channels
- Relate to the mind of the consumer
- Work with business partners in a manner which recognizes and respects staffing capacities, schedules, and political pressures
- Work with architect and product group manager to set overarching direction and road map for business processes and the contact center platform
- Manage a large and complex number of products and services across multiple lines of business
- Produce a request for proposal, score offerings and show business value
- Be subject matter expert for the Verint Workforce Optimization suite
- Understand practices for speech analytics, workforce management, agent performance management, quality management
Benefits
- Flexible work arrangement
- In-office and work from home
- Opportunity to come together in our offices for moments that matter
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
