Technical Support Specialist in travel tech leading resolutions for partner incidents and conducting complex technical analysis for global customers. Collaborating with internal and external teams to enhance the customer experience.
About the role
- Business Support Analyst Lead assessing operational efficiency at USAA through data analysis. Supporting strategic initiatives for the bank's contact centers and mentoring team members.
Responsibilities
- Evaluate complex business data and trends to recommend changes in methods or procedures
- Provide support and direction to team members and functional partners
- Apply subject-matter-expert functional knowledge to produce complex work deliverables
- Assist and mentor team members and project managers in developing problem-solving approaches
- Manage broad functional projects and/or participate as a SME resource
- Maintain broad system knowledge and implement training needs
- Plan and design business processes and recommend changes
- Gather information, analyze data and trends to identify business optimization opportunities
- Support team with assigned analysis and contribute in discussions of strategic options
Requirements
- Bachelor’s Degree; OR 4 years of related experience may be substituted in lieu of degree
- 8 years of experience in end-to-end analysis and/or operations experience
- Knowledge of business operations and systems/business requirements processes
- Experience facilitating and driving collaboration to common understanding of business requirements
- Knowledge of business analysis tools for example: MS Visio, MS Excel, Tableau, SQL
- Experience applying best practices to identifying and interpreting trends or patterns in data to develop recommendations
- 5 years’ experience in extracting and compiling advanced level analytical data
- 3-5 years in a role with proven results in call reduction strategies
- 3-5 years' experience in implementing contact center management strategies
- Experience in project management processes and implementations
- Knowledge and experience with contact center management related systems for workforce management, call routing, reporting, call recording, etc.
Benefits
- Comprehensive medical, dental and vision plans
- 401(k)
- Pension
- Life insurance
- Parental benefits
- Adoption assistance
- Paid time off program with paid holidays plus 16 paid volunteer hours
- Various wellness programs
- Career path planning and continuing education
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