Penang, Malaysia
Experienced Business Analyst with a demonstrated history of working in the outsourcing/offshoring industry. Skilled in Power BI, Tableu, Excel dashboards, Pivot tables, data warehousing and reporting services. Expertise in building, publishing customized interactive dashboards, report scheduling using Tableau server and Microsoft Excel.
• Assists in planning and designing business processes; assists in formulating recommendations to improve and support business activities. • Assists in analyzing and documenting client's business requirements and processes; communicates these requirements to technical personnel by constructing basic conceptual data and process models, including data dictionaries and volume estimates. • Coordinating with the team in creating basic test scenarios to be used in testing the business applications in order to verify that client requirements are incorporated into the system design. • Expedite requests by working closely with developers and programmers’ team in developing and modifying systems requirements documentation to meet client needs. • Participates in meetings with clients to gather and document requirements and explore potential solutions. • Executes systems tests from existing test plans. Assists in analyzing test results in various phases. • Participates in technical reviews and inspections to verify 'intent of change' is carried through phase of project.
• Produce statistical data and analysis in relation to key internal process performance using Power BI, Tableau and other visualization tools to address various business issues and opportunities. • Develop and deliver presentations by creating Excel dashboards to senior management covering project/program status, resourcing and plans. • Act as a single point of contact in case of highly sensitive/high impact escalations. • Plan, conduct / facilitate elicitation sessions and ensure production of associated deliverable's. • Understand customers' objectives, processes and products in order to make recommendations. • Support project manager in building Business Case, including cost / benefit analysis, risk assessment, project scope and development of a high level plan. • Produce requirement specifications and outline solution design documents throughout the project life cycle, incorporating change requests and finalization of requirements documentation. • Planning and follow-up of Business Analyst activities for the project / program. • Analyze and manage requirement risk, trace ability matrix and prioritize requirements. • Support development of test plan, testing, implementation and training activities. • Perform quality review checks on solution. • Support post implementation activities including problem solving and measurement of benefits. In case expected benefits not achieved support the analysis to determine root cause. • Communicate effectively through different mediums at all levels. • Ability to perform complex tasks with minimal coaching.
• Analyze contact volume patterns by campaigns, contact groups, queues, and agents’ skillsets. • Develop forecasting models to predict voice contact volume and key call statistics, email volume, chat, and future additional channels. • Utilize workforce management software to forecast contact volume and schedule staff. • Communicate necessary real-time and proactive adjustments to the workforce plan based on changing/dynamic forecasts and re-forecast when necessary. • Collaborate with other departments, team managers, service delivery managers to identify opportunities for improvement of resource utilization. • Analyze workload, vacation and absence records, training, meeting and coaching schedules (shrinkage) for on-going historical trend analysis and forecasting purposes. • Lead/participate in workforce management-related projects. • Creating, modifying and / or enhancing existing reports and providing other types of data files as needed. • Maintaining, updating, and publishing daily / weekly / monthly WFM-related reports, and other reports as requested. • Perform trend analysis and make recommendations if applicable. • Take on ad-hoc projects / assignments.
• Working toward creating a positive environment and improving user experience online. • Managing and safeguarding content effectively on digital platforms. • Respond to user inquiries with high quality, speed, empathy, and accuracy. • Understand and remain up-to-date with client policies and guidelines. • Resolve inquires according to defined policies and procedures. • Fulfil base productivity and quality requirements.