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Business Operations Analyst – Englewood, CO

Summary:

Responsible for the review and resolution of discrepancies between billing and contract terms for Business Class customers. Develops and maintains standard documentation and process, quantitative explanation of relevant data and ongoing recommendations of alternatives and solutions. Has in-depth experience, knowledge, skills and works with moderate guidance. Provides revenue analysis support, discount monitoring, and subscriber-reporting issue resolution to various departments within the Company.

Core Responsibilities:

  • Experience working with CSG Billing system is a must.
  • Identifies system and process errors, perform root cause analysis (RCA) to determine errors, and provide recommended systematic enhancements or process improvement to fix the error.
  • Provides coaching to agents and supervisors on use of system and processes to enhance the internal and external customer experience
  • Pro-actively identifies and analyzes trends or gaps that create unnecessary transactions in the business and partners or leads in developing and implementing process improvements by partnering cross- functionally with leaders.
  • Operates as a Subject Matter Expert (SME) within the Division Shared Services organization, sharing best practices with team members to promote the highest quality experience.
  • Develops and presents idea for process improvement as well as supporting others in the development of ideas to foster a culture of innovation.
  • Partners with other departments and provides feedback to increase process stability and improve the customer experience, internally and externally
  • Consistently meets or exceeds established goals and performance metrics.
  • Supports and contributes to a collaborative team environment; continuously learning new skills to ensure operational efficiencies.
  • Follows established troubleshooting procedures, effectively using the appropriate resources and desktop tools.
  • Overcomes concerns and resolves customer complaints through active listening, empathy, professionalism, and problem solving to increase satisfaction and foster long-term customer loyalty.
  • Follows company policies and procedures while applying sound judgment to match customer need with organizational need.
  • Follows established escalation procedures to expedite prompt resolution.
  • Provides exceptional customer service to both external and internal customers.
  • Performs additional Business Operations duties and tasks as required.
  • Consistent exercise of independent judgment and discretion in matters of significance.
  • Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
  • Other duties and responsibilities as assigned.

If you are interested in this role, then please feel free to reach out directly to: vidhi.kundalia@kellyit.com or 720-863-7864

 
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