Business Analyst
Gaithersburg, MD
- Added Jan 29, 2021
Full Description:
Seeking BA for client in Gaithersburg PA
Position Qualifications (Minimum Requirements):
NICE in Contact (NiC) call center software
At least 3 years of product ownership experience in a Scaled Agile work environment
Current industry knowledge of best practices in Contact Center efficiency with at least 5 years in Contact Center design/management
Strong interpersonal skills coupled with creative problem solving and organizational skills
Strong familiarity with Scaled Agile Product Owner methodologies and frameworks
Strong familiarity with applications and systems that support Contact Centers; to include webforms, customer relationship management (CRM), telephony (IVRs, workforce management, and call quality).
Excellent communication skills, with experience coordinating and facilitating productive meetings, both in person and virtually
A self-starter with an obsession for delivering service and value
Ability to prioritize, re-schedule or adapt to changes.
Must enjoy a dynamic, fast-paced environment, operating independently and as part of a team
Skills and Knowledge:
Must hold an active Scaled Agile/SAFe POPM Certification (Required)
Experience with call flows and Interactive Voice Response (IVR) systems (Required)
Experience with patient reimbursement or nurse support Contact Centers (Preferred)
Education/Certifications:
Bachelor's Degree required, Master's Degree preferred
Understanding of Lean Six Sigma Principles, Scaled Agile Framework (SAFe) and/or Agile methodology
Position Qualifications (Minimum Requirements):
NICE in Contact (NiC) call center software
Skills and Knowledge:
Education/Certifications:
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