Business Analyst-Service Performance Analytics – Advisor Services
| Company | Charles Schwab |
|---|---|
| Location | Westlake, TX, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior |
Requirements
- 5+ years of experience with analytical and data visualization tools (SQL, Tableau, Alteryx)
- Experience working within a large service organization; demonstrated ability to understand, analyze and make recommendations to process, product, and structure that will improve efficiency, productivity and service quality
- Demonstrated ability to influence, build consensus and engage others to reach desired future state of the business, along with proven ability to participate in a team dynamic that accelerates themselves and business partners through change.
- Results and quality-oriented with the ability to effectively gather, interpret and evaluate information.
- Extensive knowledge of contact center dynamics
- In depth understanding of statistics and capacity modeling for multiple client contact channels including phone, chat and back office.
- Advanced proficiency in Excel, analysis, and visualization applications (i.e. Tableau)
- Excellent interpersonal skills, including expert presentation and communication skills – both written and oral.
- Ability to explain complex concepts to diverse audiences
- Strong curiosity, process management, analytic and problem-solving skills
- Self-starter who thrives in a fast-paced work environment with a positive attitude and strong work ethic
- Understanding of the digital and technology landscape, preferably within financial services
Responsibilities
- Reporting and ad-hoc analysis that delivers meaningful and actionable intelligence to the business
- Conduct and guide clear, consistent, fact-based end-to-end analysis to inform key business decisions and help shape enterprise strategic direction
- Excellent communication, influencing and relationship building skills that allows your work product to tell a credible story that drives meaningful change for the business
- Strategic thinking and process orientation; experience developing a disciplined, and consistent approach to review analysis with business leaders to inform ongoing operational improvement and sound decision-making
- Drive ongoing process and cost optimization working with peers, key stakeholders and cross-enterprise partners while aligning with business priorities and strategic objectives
- Develop and publish concise, meaningful tracking tools and dashboards that drive accountability
Preferred Qualifications
- Experience working in Advisor Services’ B2B environment preferred
- Quantitative Undergraduate Degree preferred or similar combination of education and experience