Horizon Contact Centers - Assistant Business Analyst

Position: Assistant Business Analyst
Reporting to: Business Leader; Analytics and Pricing
Supervises: None
Position Summary:- The Assistant Business Analyst is responsible for collecting, compiling and evaluating data, both real time and historical, leading to improved processes and performance of various accounts.
Duties & Responsibilities:

• Prepare standardized and ad hoc reports from various data sources
• Interpret data and identify performance successes and concerns and present information to relevant stakeholders in a clear and concise fashion
• Issue guidelines concerning generation, completion and distribution of reports according to new or revised practices, procedures, or policies in liaison with the Business Leader; Analytics and Pricing
• Create and administer data warehouses and data marts.
• Design and implement workflows and data models to ensure clarity, define measurements and improve processes
• Identify opportunities to improve customer and business impact through using a process focused improvement approach.
• Identify, codify, and disseminate best practices (internal & external) in process management.
• Develops and documents functional specifications and decisions regarding projects requiring business process analysis.
• Participates in the design, development, implementation, and support of Enterprise Resource Planning System.

Education and experience:

• Bachelor’s degree preferably in Finance, Economics, mathematics or IT.
• Proficiency in Microsoft Excel, Access, Visio and/ or Smartdraw
• Proficiency in RDBMS software such as Microsoft SQL, Oracle and MySQL and a sound command of the SQL language.
• At least 2 years experience in a similar position; experience in call centre operations will provide an added advantage.

Key competencies and attributes:

• Excellent skills in organization, prioritization, time management and multitasking
• Effective written and oral communication skills
• High level of commitment, initiative, vision and enthusiasm
• Must be self motivated with the ability to work alone or with others
• Ability to manage cross-functional technical and non-technical groups in developing and implementing business solutions.
• Detail oriented with a strong analytical aptitude

To apply, please log onto www.horizoncontactcenters.com

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