Analyst, Business Strategy – Jacksonville

Dimension & Scope:

The Analyst, Business Strategy works with internal team members and external clients in the analysis of business processes to determine outstanding client business needs and improve the overall performance of each client. This incumbent will work with the Senior Manager, Business Strategy in determining the initial engagement, commitment, and margin for each new piece of business. Expertise, in-depth knowledge of the client’s business, and strong relationship skills will enable the Analyst, Business Strategy to be an advisor to the client, helping him or her to understand the client’s business better, and enable the Sr. Manager, Business Strategy to make compelling recommendations to the client, that will have a positive impact on their business. A solid understanding of contact centers and their operations is extremely helpful in this position. Typically assigned to one project at a time but will work multiple projects over the course of a year.

Principal Duties and Responsibilities:

-Work closely with Sr. Manager, Business Strategy to make compelling recommendations to the client.
-Work closely with Data Analysts to determine what information to extract and prepare a business case for the client, to quantify a subset of the overall recommendations for the client.
-Prepare required recommendation documentation for delivery to the client.
-May interview and observe client personnel to document current business and operational processes as input to process improvement initiatives.
-Conduct research to identify alternate processes, process steps, etc. to identify improvement alternatives.
-Facilitate working sessions with clients to review and assess process improvement opportunities.

Education & Professional Certifications:

Bachelor’s degree in related field from a four-year college or university with three to five years related experience; or Equivalent combination of education and experience.

Candidate Profile:

-Strong Excel Skills required.
-Experience or desire to learn Crystal Reports for Querying/Extracting data required.
-Must have understanding and be comfortable with metrics and calculations.
-2 – 4 years experience in an analytical or consulting services role, with an emphasis on interpreting quantitative and qualitative data.
-Excellent written and oral communication skills.
-Accuracy, attention to detail and a quality orientation are essential.
-Able to work effectively in a team environment.
-Strong problem assessment/analytical skills.
-Ability to interpret data and translate that information into easily understood reports and proposals.
-Ability to multi-task and manage priorities and deliverables.
-Strong client relationship skills are required with experience presenting information to large groups is highly desirable.
-Working knowledge of contact center operations is preferred.
-Must have proficiency with various software applications including Lotus Notes, Microsoft Word, and Excel.
-Up to 20% travel required (domestic and international.)

Environment, Physical & Other Requirements:

NA

''CONVERGYS IS AN EOE M/F/D/V''

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