Customer Service Business Analyst (Finance)
JOB SUMMARY
This position is responsible for driving continuous process improvements within the Customer Service Division's call center operations, including the administration of the Genesys Cloud phone system, to advance strategic goals and reinforce the organization's dedication to high-value, efficient service to members. Additionally, this position is responsible for the functional support of the call center systems infrastructure; implementing projects and processes that enhance and modify current and future call center administration systems, interfaces, and data. Further, this position will act as a liaison between call center operations and technical staff to investigate and/or develop improvements to call center systems and knowledge management resources.
ESSENTIAL FUNCTIONS
- Participates in the development and ongoing maintenance of interfaces and infrastructure of the call center administration systems, with particular focus on the Genesys Cloud phone system
- Partners with key call center staff to drive continuous process improvement by utilizing established process improvement frameworks and data analysis
- Works with call center operations staff to determine functional requirements and specifications of technical projects; makes recommendations, suggests alternatives to proposed solutions.
- Experience in a matrix environment working with such areas as PMO, IT, Application Development, Change Management, among others.
- Extracts and analyzes data from the Genesys Cloud phone system to optimize call center performance and provide actionable insights to stakeholders
- Documents functional specifications, test plans, training plans, and deployment plans in support of development projects
- Researches and resolves complex data, functional issues, and operational issues within the call center administration systems
- Oversees and maintains the organization's knowledge resource management system, ensuring content is accurate, up-to-date, and easily accessible to staff
- Coordinates and/or performs quality assurance (QA) testing of changes prior to completion and release to call center users
- Develops and delivers regular reports on call center metrics, performance, and trends to management and other stakeholders
- Maintains regular and prompt attendance in the workplace
- Carries out other duties as assigned
QUALIFICATIONS
- Bachelor's degree in Business Administration, Information Management, Data Analytics, or related field preferred, five years of call center operations experience; or equivalent combination of education and experience
- Experience with Genesys Cloud phone system or similar call center platforms
- Strong technical skills and proficiency in data analysis tools and software
- Experience working with call center administration systems, including phone systems, workflow management programs, and knowledge management platforms. Demonstrated experience in process improvement utilizing frameworks such as Lean, Six Sigma, etc. preferred.
- Experience working with both non-technical end users and technical development staff
- Experience with Microsoft Office applications
- Quality orientation and attention to detail
- Effective interpersonal skills including customer service, training, and conflict management skills
- Effective problem resolution, negotiation, and influencing skills
- Effective oral, written, and presentation communication skills
- Effective time management and organization skills
WORKING CONDITIONS
- Standard environment with telephone communication, computer operation, and other office machines
- All employees are expected to present themselves in a professional manner in alignment with the financial services industry
HYBRID WORK OPTION
- Opportunity to work from home up to two days per week. Eligibility dependent upon factors detailed in PERA's Work from Home Policy. Hybrid work schedule is subject to change as business needs change.
JOB DESCRIPTION DISCLAIMER:
This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of an employee. Duties, responsibilities, and activities may change or new ones may be assigned with or without notice.
Unfortunately, at this time, we cannot consider candidates that require sponsorship (now or in the future), or are located outside of the US.
All Colorado PERA employees are subject to PERA's Ethics Policy and some employees are subject to the Personal Trading Policy. These policies include restrictions on outside business activities and employment and have certain requirements on personal trading. You may request copies of these policies from PERA's talent acquisition team and any questions can be answered by PERA's Investment Administration team.
INTERESTED CANDIDATES
Complete the employment application online at www.copera.org/careers. Please have copies of your resume and cover letter available to upload. Please review the following questions. You will be asked for detailed written responses to this questions as part of your application.
- What, in your opinion, are the key ingredients in building and maintaining successful business relationships? Please provide an example of how you have cultivated such relationships.
- Tell us about a time you had to adapt to a significant change in your work environment.
- With this position, we are prioritizing demonstrated experience in process improvement. Please provide us with some detail of your background in this area, including highlighting any belts or designations you currently hold.
ABOUT COLORADO PERA
Looking for a career where you can make a difference? Colorado PERA offers benefit services to public employees across Colorado, including teachers, state troopers, snowplow drivers, correctional officers and many others who provide valuable services. As Colorado's largest pension plan, we serve and educate over 600,000 members who are former and current public employees.
At PERA you will earn more than a paycheck. PERA is a culture where you can grow your potential and work in an inclusive environment, where diverse perspectives are valued. We hire exceptional employees and recognize that our people are our best asset. Not only do we make sound investments for our members, PERA invests in our employees' growth through training and leadership opportunities.
To promote wellbeing, we offer hybrid or flexible working options for most roles and a total rewards and benefit program including health, dental and vision coverage - eligibility starts the first day of the month following the date of hire for most plans; generous paid time off and volunteer hours; pension and retirement plans, including PERA's defined benefit plan, 457 defined contribution plan, and 401(k) employer match, as applicable; tuition assistance; free, convenient on-site parking or RTD subsidy; free on-site fitness center to stay active; employee assistance program; training, leadership and mentoring programs and more. PERA is a Public Service Loan Forgiveness qualifying employer.
To learn more about life at PERA, watch this video or visit www.copera.org/careers.
Position Title: Customer Service Business Analyst
Division: Customer Service
Reports to: Director of Customer Service
Job Status: Exempt, Salary, Full-Time
Starting Salary: $78,000.00 - $88,000.00 per hour, commensurate with experience
Posting Dates: 1/23/2025 - 2/09/2025
