Business Process Analyst II – Contact Center Operations

Job Description

Business Process Analyst II | Serco

The Tone:
This is a full-time role at Serco, located remotely within the United States, specifically in OH, FL, WV, VA, MD, DC, DE, CA, PA, IA, TN, GA, CO, MN, TX, IL, KY, ME, NC, or MA. Serco is the Americas division of Serco Group, plc, with over 9,000 employees focused on supporting customers with their retirement pensions. This role is crucial for optimizing Contact Center operations, driving continuous improvement, and ultimately protecting the retirement security of millions of Americans.

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

• Team: Key operational support resource for Contact Center Supervisors, Deputy Manager, and Contact Customer Services Operations Manager.
• Mission: Optimize operational performance and drive continuous improvement initiatives across the Contact Center environment to protect workers and retirees’ hard-earned pension benefits.
• Tech Stack: QuEST dashboards, CRM systems, Microsoft Excel, Microsoft PowerPoint, Microsoft Word, Microsoft Teams, Microsoft OneNote.

What You’ll Actually Do
• Reporting: Provide operational reports, analysis, and deliverables to the Contact Customer Services Operations Manager.
• Process Improvement: Analyze, document, and evaluate business processes and user needs to identify and recommend opportunities for improvement.
• System Support: Support the development, enhancement, testing, and implementation of operational systems like QuEST, CRM, and related applications.
• Quality Assurance: Perform and document User Acceptance Testing (UAT), smoke testing, and system validation activities.
• Data Analysis: Conduct research and analysis using various data sources to identify trends and support operational initiatives.

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