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Senior Business Analyst

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The Senior Business Analyst will provide the Acquisition Call Center Vertical support for daily tasks and functions related to Call Center Reporting and Call Center Analysis. Responsible for monitoring KPIs, gathering necessary information and data to provide analysis for call center needs. Must be able to identify and expedite issues through the proper channels.

Essential Job Function: 

  • Provides analytical support for special projects related to Call Center initiatives
  • Provide intraday, daily, and weekly reporting and analysis on KPIs to further illustrate performance.
  • Analyze & report on the key call center metrics to gauge trends and forecast performance
  • Identify major incidents as they happen and work with business partners to address and correct them.
  • Determine the impact of the major incidents.
  • Identify pain points in the intraday environment and work towards a solution.
  • Track events that will either hinder or increase KPIs.
  • Work with leaders to effectively deploy and analyze initiatives.
  • Creates and maintains documentation regarding all analysis and reporting
  • Work with Key Departments to ensure all functions within the Call Center are operating; Identify these key departments based on the problem/issue to ensure proper resolutions.

Desired skills:

  • Working knowledge of SAS, SQL, SAP, Information Builders or similar relational databases and tools.
  • Demonstrate analytical skills in data mining, data manipulation, report development and visualization.
  • Prior Project Management experience
  • Knowledge of the mortgage industry

Supervisory Responsibilities:

  • This position has no direct supervisory responsibilities


To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or Experience:

  • 3-5 years’ experience in Analytics, preferably in a fast paced call center environment.
  • Bachelor’s degree preferred in analytics, statistics, finance, or any analytical related fields and/or 3 plus years relevant work experience.
  • Proficiency with Microsoft Office tools (Excel, PowerPoint, Word etc.)
  • Ability and willingness to learn new software applications.
  • Skills in complex problem solving, judgment, critical thinking and decision making.
  • Ability to be highly organized with an emphasis on accuracy and timeliness.
  • Ability to organize information and have attention to detail and accurately follow procedures.
  • Ability to work alone with minimum supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time.
  • Ability to effectively communicate orally and in writing with co-workers, management team, and other departments within the organization.
  • Ability to take requests from concept to production in a timely fashion.
  • Ability to QC your own work and be able to work rotating evenings and/or weekends if work demands.