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We are looking for an experienced Sr Analyst to join our team in Aurora, Illinois, on a Contract to permanent employment basis. In this role, you will act as a vital link between technology, operations, and strategic business initiatives within the manufacturing industry. You will be instrumental in enhancing analytics, improving workflows, and driving impactful decision-making processes.
Job Responsibility:
Serve as the primary business owner for telephony and quality assurance systems, ensuring seamless integration across platforms
Develop and maintain performance dashboards, reporting tools, and analytics to provide actionable insights
Analyze and interpret data to uncover trends, identify gaps, and recommend solutions for operational improvements
Strengthen the integration between telephony systems and Salesforce Service Cloud, enhancing communication workflows
Collaborate with IT teams, vendors, and business leaders to align technology solutions with organizational goals
Translate business requirements into technical specifications and oversee testing, validation, and deployment processes
Lead efforts to identify and resolve system issues, workflow inefficiencies, and data inconsistencies
Design and implement process improvements enabled by system functionalities
Maintain forecasting and workforce planning models to optimize resource allocation across channels
Support change management initiatives, including documentation, training, and stakeholder communication
Requirements:
Minimum of 5 years of experience in business analysis, call center operations, or related fields
Strong expertise in telephony platforms such as Cisco WebEx, Genesys, or similar systems
Proficiency in workforce planning, forecasting, and analytics with at least 3 years of experience
Hands-on experience with Salesforce Service Cloud or comparable CRM systems
Ability to interpret complex data and present insights effectively to leadership teams
Familiarity with Agile Scrum methodologies and gap analysis techniques
Demonstrated ability to manage documentation and develop test cases
Excellent communication skills and the ability to collaborate across technical and operational teams
What we offer:
medical, vision, dental, and life and disability insurance