Overview
This role is remote (EST or CST candidates preferred).
If you are in Chicago, New York City, Camp Hill, PA, or the St. Pete/Tampa area – you will be hybrid and required to go into the office as needed.
The Business Analyst will be responsible for analyzing contact center business processes, identifying areas for improvement, and implementing solutions that increase efficiency and customer satisfaction. Ideally the candidate will have strong understanding of the call center operations, excellent analytical and problem-solving skills and experience with process improvement methodologies.
Responsibilities
- Collect and analyze data to identify trends and opportunities for process improvement
- Collaborate with cross functional teams to design and implement new processes and systems
- Create and maintain documentation of business processes, policies and procedures
- Communicate with stakeholders to understand their needs and requirements
- Develop and deliver training to call training staff on new processes and systems
- Monitor and measure effectiveness of implemented solutions and make recommendations for further improvements
- Participate in the development and implementation of new call center initiatives and projects, which includes QA testing
Qualifications
- Minimum of 2 years of experience
- A Bachelor’s degree is helpful but not necessary
- Call Center / Contact Center experience is a helpful
- Knowledge of Power BI, Tableau, Jira a plus
- Intermediate to advanced skills with Word, Excel, Access, SQL, Visio, PowerPoint, and other computer applications
- Problem-solving skills
- Ability to keep sensitive information secure and confidential #I-AF1L
#LI-AF1
Benefits
The annual base salary range is $50000 – $60000 / year. This range represents the anticipated low and high end of the salary for this position. Salary will be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data. Salary is one component of the Foot Locker, Inc. total compensation package, which includes the below.
Foot Locker Benefits:
- Employee Discount
- Paid Time Off
- Medical Dental Vision Coverage
- 401(k) Roth 401(k)
- Stock Purchase Plan
- Life Insurance
- Flexible Spending Account
- Opportunities for Advancement
- Tuition Reimbursement for Qualified Courses
- Strong Company Culture
- Employee Resource Groups