MillenniumSoft Inc ยท 5 months ago
Business Process/Operational Analyst
San Diego, CA
Contract
Onsite
Mid, Senior Level
5+ years expMillenniumSoft Inc is a company that provides staffing solutions, and they are seeking a Business Process/Operational Analyst to support the GCS organization. The role involves leading and contributing to projects that utilize analytic skills and process improvement methodologies to enhance customer satisfaction and operational efficiency.
Staffing & Recruiting
No H1B
Responsibilities
The Business Process Analyst supports the GCS organization through leading and contributing to people, process, and technology projects utilizing analytic skills, Six Sigma methodologies, functional knowledge (e.g., service operations, sales operations, professional services), and business acumen in order to improve customer satisfaction, reduce inefficiencies and/or improving productivity measures
Analyzes, trends, and communicates transactional and trending functional customer experience (CX) data using system and operations databases
Identifies and reviews data correlations between CX Drivers and business performance metrics and goals
Drives meaningful business outcomes and strategic initiatives using data-based findings to continuously improve operations
Analyzes large amounts of quantitative and qualitative data and recommends insights and solutions
Seeks to understands and can layer in business cost impacts and implications to data findings and hypotheses
Simultaneously drives and executes multiple process improvement projects within the broader CX strategic portfolio
Applies process improvement design and methodology to support core transformation initiatives that impact the customer experience
Uses data insights, process knowledge and critical thinking to identify and validate process improvement opportunities
Develops business cases for continuous improvement projects
Identifies and monitors key measures to ensure project success and prepares project status reports
Provides a regular cadence of leadership updates on OSAT and other key CX Drivers
Communicates and interprets improvement opportunities demonstrated by data analysis and measurements
Creates and deliver stakeholder and executive level program, project, and business case presentations
Supports the development of presentations that deliver succinct/concise recommendations to management team and be able to provide rationale and justifications behind the recommendations
Influences and effectively manages change adoption strategies related to CX strategy and analytics
Ensure adoption of new tools, measurements, and processes by identifying, monitoring, and communicating success metrics
Timely completion of internal company documentation
Timely completion of any Company or Department required training
Qualification
Required
Operational Analytics using SQL / Advanced Excel (more than pivot tables - I need someone who can run macros and do advanced logic strings)
Voice of the customer trending and analytics (customer satisfaction surveys, net promoter score, and overall satisfaction ratings may be called out)
Process improvements with quantifiable impacts (% improvements, $ saved, $ cost avoided, etc.)
Bachelor's degree
Five or more years of experience in analytics
Five or more years in process improvement
Experienced in translating complex data sets and analysis into business impacts
Strong MS office skills, particularly in advanced PowerPoint & Excel
Confidence in PowerBI, Tableau, SQL, or other statistical analysis or data visualization tools
Prior usage of reporting and dashboarding in Salesforce
Strong analytical, problem-solving, verbal, listening and interpersonal skills
Strong ability to visualize data to multiple audiences and levels of the organization
Excellent Verbal, Written and Communication Skills
High attention to detail while multi-tasking on complex deliverables and stakeholder groups
Strong business operations/business process knowledge/experience
Ability to balance a heavy workload in a fast-paced environment, while working on multiple projects simultaneously
Embodies agile practices and can flex with business strategy changes
Works with a minimal degree of supervision
Preferred
Masters or MBA
Experience within an operational support environment
Past clinical / hospital experience
Statistical analysis and lean / green belt certification
Experience with Salesforce and Qlikview
Familiarity with concepts of database structures, data querying, data mining
Six Sigma green or black belt training
Company
MillenniumSoft Inc
Hire us to hire for you Staffing is not a straightforward activity.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Sailaja Mashetty
Partner - Customer Sucess
Company data provided by crunchbase