Job Title: Business Analyst - Performance Management

Job Description:

A Business Analyst for the Performance Management team is expected to provide valuable insights for the Customer Care Center organization. The ideal candidate should be able to understand business requirements and develop solutions that address these needs. The analyst should be well-versed with Contact Center processes, key performance indicators, reporting tools, analytics methods (descriptive, diagnostic, predictive, prescriptive), and database concepts to merge data from different sources and present insights to stakeholders in various visualization layers.

Main Responsibilities:

- Provide valuable business insights through analytics for the Customer Support Rapid and Radical programs.

- Create, design, and implement ad hoc data analytics and reports as per stakeholders' requirements.

- Raise the flag whenever KPIs trend negatively, proactively supply business insights, and support the markets/theatres in the creation of corrective action plans.

- Contribute actionable plans to drive operational excellence within the markets/theatres.

Qualifications:

- 5+ years of professional experience in business analysis, data management, or statistical analysis.

- High level of competence with Excel and Mini tab.

- Experience with the usage, creation, and design of dashboards and visualization tools (Power BI, Power Pivot, Tableau, QlikView).

- Ability to quickly and accurately organize data and transform it into visual tools and meaningful information.

- Proficiency in SQL, Python, or R.

- Experience with ETL and data cleanup tools.

- Green or Black belt certified.

- COPC knowledge; certification is a plus.

- Advanced verbal and written communication skills for writing reports/proposals and making presentations.

- Ability to clearly and effectively articulate or communicate technical results to a non-technical business audience (facts, trends, patterns, etc.).

- Strong knowledge and understanding of Contact Center KPIs.

- Confidence in using operational metrics to identify correlations, trends, and action plans.

- Data-driven individual.

- Self-starter with a high level of motivation to understand the business and analyze high volumes of data.

- Execution management skills with demonstrated ability to influence at higher levels and coordinate/collaborate across team members to get things done.

Job Category: Quality

Schedule: Full-time

Shift: No shift premium (India)

Equal Opportunity Employer (EEO):

HP, Inc. provides equal employment opportunities to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation, or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily and will be kept in strict confidence.

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