Job description

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What We'll Bring:

We are seeking a highly skilled and motivated individual to join our team as a Technical Business Sr Analyst. In this role, you will play a crucial part in developing and enhancing our consumer chat & messaging platforms, focusing on chatbot and agent performance, training, and continuous improvement.

Key Responsibilities:

· Dashboard and Metrics Creation: Develop and maintain dashboards, metrics, and reporting systems to monitor and improve the performance of chatbots and agents deployed globally.

· Requirement Gathering: Collaborate with various business areas to gather and document requirements, ensuring the development team has all the necessary information to size and develop projects and enhancements.

· Project Execution: Along with the PMO, plan and prioritize the work of the development team, ensuring projects are executed efficiently and effectively.

· Collaboration: Work closely with business and consumer service teams, schedule and lead meetings with third parties, and manage stakeholder communication.

· Performance Monitoring: Analyze and propose improvements for messaging channels to better meet customer needs and enhance the overall experience.

· Training Coordination: Establish and coordinate training plans on consumer service tools and platforms for stakeholders within the company.

What You'll Bring:

As the Technical Business Sr Analyst, you’ll have a significant impact on our organization by:

· Collaborating with different teams to identify and resolve technical production issues.

· Removing and addressing impediments/barriers for project implementation.

· Executing the scope of work for projects.

· Managing stakeholder communication (new releases, training adjustments, etc.).

· Leading the implementation of strategies to improve channel performance and measure consumer satisfaction.

· Developing relationships with third parties, business areas, technical areas, and stakeholders to ensure the success of consumer service channels.

· Ensuring that changes and improvements are implemented efficiently and timely.

· Establishing and coordinating training plans on consumer service tools and platforms for different stakeholders within the company.

Impact You'll Make:

· Experience: At least 4+ years of experience as a Business Analyst, with a focus on analyzing chatbot performance metrics and designing business processes involving chatbots in customer service channels.

· Project Management: Experience in managing implementation projects for customer service teams.

· Technical Knowledge: Familiarity with messaging chatbots and related technologies is a plus.

· Tools: Proficiency in Confluence is a must. Experience with Smartsheet, Jira, and Agile methodologies (Scrum or Kanban) is highly desirable.

· Communication: Proven ability to collaborate and communicate effectively with other teams, including business, consumer service, and software development.

· Decision Making: Ability to make informed decisions based on data and consumer feedback.

· Performance Monitoring: Ability to monitor performance and consumer satisfaction and take action to improve it.

· Industry Experience: Previous Call Center and back-office knowledge/experience is preferred.

· Language Skills: Bilingual in English and Spanish.

Additional Information: