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Contact Center Business Analyst II

2 months ago

Orlando, Florida, United States Truist Full time

The position is described below. If you want to apply, click the Apply Now button at the top or bottom of this page. After you click Apply Now and complete your application, you'll be invited to create a profile, which will let you see your application status and any communications. If you already have a profile with us, you can log in to check status.

Need Help? )

If you have a disability and need assistance with the application, you can request a reasonable accommodation. Send an email to Accessibility )

(accommodation requests only; other inquiries won't receive a response).

Regular or Temporary:

Regular

Language Fluency: English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

Analyze and evaluate internal systems, procedures or processes of business unit. Strong knowledge of Line of Business, its strategies, operating procedures and technology landscape in order to be able to analyze, evaluate, and minimize risk during technical implementations and during incident response. LOB lead and advocate on behalf of the Contact Center as it pertains to efforts involving a wide range of desktop, telephony and network technology. Identify and document risk, best practices, make recommendations across multiple groups and leaders and prepare summaries for leaders to assist with strategic and operational business decisions.

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

  1. LOB lead and support for project-oriented technology efforts, identifying and coordinating business plan and tasks, coordinating validation where necessary, managing and reporting on activities and status through completion.
  2. Liaison and advocate on behalf of the Contact Center as it relates to technology issues, recommended best practices, making recommendations and driving resolution of chronic issues/processes.
  3. Incident response and escalation management - Engage in, escalate and manage partner accountability for single user and production-impacting technology incidents. Drive resolution.
  4. Document, analyze and report on significant incidents, workflow activities, other requests as needed
  5. Develop and maintain a professional relationship with technology partners, end users, and leaders across the Contact Center and Enterprise.
  6. Serve as escalation contact for members of the Team, Contact Center leaders, and technology partners
  7. Maintain catalog of applications used across the Contact Center, including primary applications by group and support resources.
  8. Participate in on call rotation in order to maintain support for the Contact Center.
  9. Compile analysis and recommendations for managers to assist with strategic and operational business decisions. Serves as a technical resource to the Contact Center.

QUALIFICATIONS

Required Qualifications:

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  1. Bachelor's Degree or equivalent education, training and work-related experience.
  2. 5 years' experience in a Contact Center role or equivalent work experience
  3. Proficient knowledge of line of business, desktop, virtual desktop, telephony, remote access, and network technical terminology.
  4. Strong organizational and project management skills to identify business related tasks and solutions for internal and Enterprise technology efforts.
  5. Ability to work and think independently.
  6. General knowledge of contact center technology tools such as Access Management, Genesys, Nice call recording, VPN, and softphone
  7. Proficient in basic computer applications such as Microsoft Office software products and general technology troubleshooting skills
  8. Strong verbal, written communication skills and interpersonal skills to build relationships across the Enterprise.

Preferred Qualifications:

  1. Background in technical field
  2. Background in project management
  3. Demonstrated leadership experience

General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truist's generous benefit plans, please visit our Benefits site )

. Depending on the position and division, this job may also be eligible for Truist's defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

Truist supports a diverse workforce and is an Equal Opportunity Employer that does not discriminate against individuals on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. Truist is a Drug Free Workplace.

EEO is the Law )

Pay Transparency Nondiscrimination Provision )

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