Business Analyst

Job description

Job Family: Business Operations Travel Required: Up to 10% Clearance Required: Ability to Obtain Public Trust What You Will Do: The Business Analyst provides engagement support across a wide range of activities. Working with engagement leadership, this individual can expect to provide support in some, or all of the following areas: - Customer Contact Center - Support engagements internal / external compliance requirements. - Maintain project controls processes and best practices. - Support onboarding / offboarding efforts, and other resource management related activities - Creates, manages, and tracks all operational support metrics supporting Service Level Agreements (SLA’s), Quality Assurance, Workforce Management, and Training functions - Support project managers and provide coordination for strategic initiatives - Coordinate meetings including notifications, agendas, minutes, and follow-up correspondence - Assist in tracking risks, issues, change requests, and the creation/maintenance of project status reports - Monitor and track agent performance and productivity - Support the intraday monitoring, forecasting and management of all org workflows to ensure service level goals ar...