Note: The job is a remote job and is open to candidates in USA. Serco Inc. is a leading provider of services to the U.S. military and federal agencies, and they are seeking a Business Process Analyst II. This role involves analyzing and documenting business processes, supporting system enhancements, and recommending process improvements to optimize operational performance.
Responsibilities
- Provide reports, analysis, and other deliverables related to Contact Center operations to the Contact Customer Services Operations Manager
- Serve as a point of contact for Contact Center Supervisors, the Deputy Manager, and the Contact Customer Services Operations Manager, supporting operational initiatives and business process improvement efforts
- Support the facilitation and execution of special projects as identified by management and supervisory staff
- Conduct research and analysis using QuEST dashboards, CRM systems, operational reports, and other available data sources
- Analyze, document, review, and evaluate organizational business processes and user needs to identify opportunities for improvement
- Gather, assess, and formulate user feedback to align operational requirements with overall business objectives
- Document, and recommend new processes, workflows, and operational improvements while obtaining feedback from impacted stakeholders
- Support the development, enhancement, testing, and implementation of operational systems, including QuEST, CRM, and related applications
- Perform and document User Acceptance Testing (UAT), smoke testing, system validation activities, and post-deployment support for QuEST, CRM, and other operational systems
- Participate in the development, execution, and tracking of test cases for QuEST and other systems as required by the PBGC Business Process Group
- Review Service Requests and Tasks, identify trends, and provide recommendations for process improvements
- Support management and supervisory staff with research, reporting, data analysis, and operational improvement initiatives
- Assist with agent coaching and development efforts by identifying training opportunities and process gaps
- Demonstrate project leadership by managing multiple concurrent projects and assignments while ensuring timelines and deliverables are met
- Prepare workflow documentation, business requirements, reports, and recommendations for leadership review
- Collaborate effectively with internal stakeholders to support operational objectives and service excellence
- Perform a variety of complex tasks under general supervision while exercising sound judgment, creativity, and initiative
Skills
- High School Diploma or GED
- Ability to obtain and/or maintain a public trust clearance
- Two (2) years of experience as a Customer Service Representative, or at least one (1) year of demonstrated experience handling moderately complex inquiries or unusual issues requiring customized communication solutions and providing support to Level 1 and Level 2 staff
- Previous experience working on the PBGC contract
- Proficiency with Microsoft Excel, Microsoft PowerPoint, Microsoft Word, Microsoft Teams, and Microsoft OneNote
- Strong work ethic and excellent attendance record
- Excellent multitasking and organizational skills
- Excellent verbal and written communication skills
- Ability to work flexible hours as needed to meet business objectives
- Ability to work well under pressure while maintaining professionalism at all times
- Ability to work effectively in a fast-paced environment
- Excellent attention to detail
- Ability to collaborate and communicate effectively with both internal and external colleagues
Benefits
- Medical, dental, and vision insurance
- Robust vacation and sick leave benefits, and flexible work arrangements where permitted by role or contract
- 401(k) plan that includes employer matching funds
- Tuition reimbursement program
- Life insurance and disability coverage
- Optional coverages that can be purchased, including pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection
- Birth, adoption, parental leave benefits
- Employee Assistance Plan
- Eligible employees also gain access to a wide range of benefits from comprehensive health coverage and health savings accounts to retirement plans, life and disability insurance, and time-off programs that support work-life balance (availability may vary based on factors such as contract type, location, hire date, and applicable collective bargaining agreements)
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