Are you looking for an exciting opportunity to join a dynamic and growing team in a fast paced and challenging area? This is a unique opportunity for you to work in the Transformation team to partner with the Business.

As a Business Analysis - Sr Associate within our team, you will use data and deep-dive analysis to achieve strategic goals impacting Efficiency, Customer, and People. You will collaborate with teams in Operations, Controls, Finance, Human Resources among others, to solve end-to-end business problems. This role provides an opportunity to refine internal processes with the objective of enhancing productivity and quality.

Job Responsibilities:

• Using data and deep-dive analysis to achieve the strategic goals impacting Efficiency, Customer and People
• Drive completion of strategic objectives by effective tracking and communication
• Collaborate with teams in Operations, Controls, Finance, Human Resources among others, to solve end-to-end business problems
• Facilitate scheduled or adhoc meetings with partners with an objective to review metric performance, understand and define problems, leverage expertise and deliver solutions
• Evaluate and refine internal processes with objective of enhancing productivity and quality
• Understand changes in the business environment and promptly align to the changes with minimal possible disruption

Required qualifications, capabilities and skills

• Minimum 3-years of experience using strong analytical skills with an ambition to improve processes
• Minimum 3 relevant experience of working directly with Senior Leadership
• Relevant work experience using Contact Center metrics, which includes but not limited to, Workforce Management metrics, People and Customer is required
• Highly proficient in working with MS Excel, MS Word and MS PowerPoint
• Being able to cope efficiently with various topics in parallel
• Work well as part of a team but also be able to work independently
• Efficiently identify, manage, and escalate relevant issues