Campus Pride Jobs

Description We are offering a role in our team for a Business Analyst based in Juno Beach, Florida. The role entails conducting operational analyses to support decision making within the business unit. The position is not remote, requiring the individual to commute to the Juno Beach office each workday. The job is a short-term contract employment opportunity.

Responsibilities:

• Conduct small to medium special projects, employing both quantitative and qualitative research methodologies.

• Participate in the design and modification of business processes.

• Develop reports to provide insights and support informed decision making.

• Utilize standardized tools and techniques in carrying out responsibilities.

• Administer workforce management scheduling and configuration of the contact center's omnichannel communications platform.

• Perform performance analysis and reporting, providing first-level technical support.

• Use NICE CXOne WFM or similar software to forecast call volume, create and maintain agent schedules, and ensure adherence to service level agreements.

• Manage agent time off requests and ensure adequate staffing levels are maintained.

• Maintain and configure the CXOne communications platform to meet evolving business needs and agent requirements.

• Troubleshoot basic system issues and escalate complex problems to IT support.

• Develop and maintain reports to track key performance indicators such as call volume, handle time, customer satisfaction, and agent adherence.

• Provide first-line technical troubleshooting for agents experiencing issues with the CXOne platform or other contact center technology.

• Document and escalate complex technical issues to IT support. Requirements

• Proficiency in business analysis and its principles

• Strong customer service skills to ensure customer satisfaction

• Excellent communication skills for effective interaction with all levels of the organization

• Expertise in reporting, operations, and procedures

• Ability to provide technical support and troubleshoot technical issues

• Skilled in scheduling, workstation support, onboarding, and optimization

• Experience in staffing, working with suppliers, and leading special projects

• Knowledge of best practices and commission functions

• Ability to prepare reports and perform KPI reporting

• Proficiency in Microsoft Office Suites

• Experience in making adjustments and configuration management

• Ability to implement 'About Time' principles in daily tasks

• Willingness to learn and adapt to new environments and challenges

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