• Operations/Business Analyst

    Job Locations US-MA-Boston
    Posted Date 1 week ago(4/11/2018 11:36 AM)
    Requisition ID
    # of Openings
    Job Function
    Job Schedule
    Regular Full-Time
  • Overview

    Under the direction of the Call Center Director, the business analyst is responsible for streamlining ongoing activities and assuming the lead role in the assessment, planning, coordination, and implementation of defined projects that support service, productivity, and infrastructure improvements.  The business analyst performs duties including, but not limited to, project planning and implementation, proposal writing and analysis, and follow-up with key stakeholders (within the project and throughout EOHHS).


    Project Management

    • Manage multiple contact center-focused projects simultaneously. Tasks include developing work plans, managing timelines and project participants, and status reporting of all projects.
    • Independently and in collaboration with the contact center management team, identify project opportunities that contribute to service, productivity, and infrastructure improvements.
    • Represent the contact center on cross-functional initiatives and delegate tasks and activities, as appropriate, to others within the contact center.
    • Depending on the scope and complexity of projects, develop project charters, opportunity assessments, and project plans.

    Operations and Workflow Management

    • Design and execute a methodology to comprehensively review all workflows, work instructions, and policies & procedures within the contact center.
    • As needed, update and/or create workflows, work instructions, and policies & procedures so all contact center activities are accurately and fully documented.
    • Working with the contact center management team, identify opportunities for streamlining and improving work processes, and implement changes and improvements according to defined and agreed upon timelines.
    • Coordinate with Knowledge Center and other functional areas across the project to communicate all changes.


    • Support the team meeting process by soliciting topics, creating agendas and presentation materials, and as needed, participating in the delivery of content to front-line staff.
    • Establish process for capturing team meeting feedback and communicating it to all “need to know” parties (KC, supervisors, CSRs, etc).
    • Design and implement continual improvements to team meeting and team huddle formats to improve information capture and retention.
    • Write proposals, white papers, and other documentation to support contact center improvement activities and projects.

    Systems and Technology Support

    • Serve as liaison to Information Technology department for all staff moves. Develop and maintain spreadsheets with all required information and coordinate moves with contact center managers, supervisors, and IT.
    • Assume lead call center role on all IVR-related activities, including short- and long-term improvement initiatives.
    • Coordinate with IT on all EHS security needs including HIX, myWorkSpace, and other system access as needed and identified.

    Analytical Support

    • Using a range of analytical tools, provide detailed analyses to support contact center improvement activities and projects.
    • Working in collaboration with others, analyze call center performance data and recommend operational enhancements based on findings.
    • Develop ad-hoc reports as needed to support the daily operations of the contact center.

    The Ideal Candidate will Possess the Following Additional Education and Experience

    • Bachelor's degree from an accredited college or university required, equivalent experience considered in lieu of degree
    • 3+ years business experience
    • Advanced knowledge of Microsoft Excel required
    • Proficiency in Microsoft Word, Visio, Access, and other computer software applications required
    • Demonstrated strong analytical/statistical skills
    • Experience in report development and data collection and analysis required
    • Strong written and verbal skills

    EEO Statement

    EEO Statement
    Active military service members, their spouses, and veteran candidates often embody the core competencies MAXIMUS deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We’re proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you

    A committed and diverse workforce is our most important resource.

    MAXIMUS is an Affirmative Action/Equal Opportunity Employer.

    MAXIMUS provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.


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