Business Process Analyst II

Job Description

Business Process Analyst II | Serco

The Tone:
This is a full-time role at Serco, located remotely within specific states, including Iowa. Serco is a 9,000+ person organization dedicated to protecting the retirement security of over 35 million Americans by supporting customers with their retirement pensions. This role is crucial for optimizing Contact Center operations, ensuring the highest level of customer support for retirees, and driving continuous improvement to protect hard-earned pension benefits.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Remote, Iowa, United States

• Team: Reports to the Contact Customer Services Operations Manager, supporting Contact Center Supervisors and Deputy Manager.
• Mission: This person owns the analysis, documentation, and improvement of business processes within the Contact Center to optimize operational performance and enhance customer support for retirees.
• Tech Stack: QuEST dashboards, CRM systems, Microsoft Excel, Microsoft PowerPoint, Microsoft Word, Microsoft Teams, Microsoft OneNote

What You’ll Actually Do
• Reporting: Provide essential reports, analysis, and deliverables related to Contact Center operations to management.
• Operational Support: Serve as a key resource for Contact Center leadership, supporting operational initiatives and business process improvement efforts.
• Data Analysis: Conduct thorough research and analysis utilizing QuEST dashboards, CRM systems, operational reports, and various data sources.
• Process Optimization: Analyze, document, review, and evaluate existing business processes and user needs to identify and recommend opportunities for improvement.
• System Enhancement: Support the development, testing, and implementation of operational systems, including performing User Acceptance Testing and system validation activities.

The Must-Haves
• Background: High School Diploma or GED; core domain knowledge in customer service or supporting staff with complex inquiries.
• Experience: Two years of experience as a Customer Service Representative, or at least one year of demonstrated experience handling complex inquiries and providing support to Level 1 and Level 2 staff, with previous experience on the PBGC contract.
• Skills: Proficiency with Microsoft Excel, Microsoft PowerPoint, Microsoft Word, Microsoft Teams, and Microsoft OneNote; strong work ethic, excellent multitasking, organizational, communication, and attention to detail skills.