Business Process Analyst II

Job Description

Business Process Analyst II | Serco

The Tone:
This is a full-time role at Serco, supporting customers with their retirement pensions across various US states including District of Columbia. Serco is a 9,000+ person organization dedicated to protecting the retirement security of over 35 million Americans and helping clients deliver vital services more efficiently. This role is crucial for servicing retirees by optimizing Contact Center operations and driving continuous improvement, making a tangible impact on workers’ and retirees’ hard-earned pension benefits.

The TL;DR
• Role: Full Time
• Location: Remote, District of Columbia, United States
• Team: Operational support for Contact Center Supervisors, Deputy Manager, and Contact Customer Services Operations Manager
• Mission: Analyzing and documenting business processes, supporting system enhancements, developing reports, and recommending process improvements.
• 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 concerning Contact Center operations to management.
• Process Improvement: Analyze, document, review, and evaluate business processes and user needs to identify and recommend operational improvements.
• System Support: Support the development, enhancement, testing, and implementation of operational systems like QuEST and CRM, including UAT and post-deployment activities.
• Data Analysis: Conduct research and analysis using various data sources to identify trends, support operational initiatives, and assist with agent coaching.
• Project Management: Lead multiple concurrent projects and assignments, ensuring that timelines and deliverables are consistently met.

The Must-Haves
• Background: High School Diploma or GED; core domain knowledge in customer service operations for retirement pensions.
• Experience: Two years as a Customer Service Representative, or at least one year handling moderately complex inquiries and supporting Level 1 and Level 2 staff; previous experience on the PBGC contract.
• Skills: Proficiency with Microsoft Excel, Microsoft PowerPoint, Microsoft Word, Microsoft Teams, and Microsoft OneNote; strong work ethic and excellent attendance record; excellent multitasking and organizational skills; excellent verbal and written communication skills; excellent attention to detail.
• Bonus: Ability to work flexible hours as needed to meet business objectives; ability to work well under pressure while maintaining professionalism; ability to work effectively in an environment with high operational tempo; ability to collaborate and communicate effectively with both internal and external colleagues.