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Senior Business Analyst - Call Center Analytics

Country : USA

State : Washington

County : King County

Town : Seattle

Category : Sales

Contract type : Permanent

Availability : Full time

Company presentation

We’re a fast-moving fashion company that empowers our people to be innovative, creative and always focused on providing the best service to our customers. The retail industry is rapidly changing, and we have interesting, complex problems to solve every day – from developing cutting-edge technology and opening new stores, to designing fresh, must-have fashion.

Whether you’re a genius engineer, a phenomenal salesperson or a supply chain guru, we invite you to bring your unique talents and join our team. We’ve been on the Fortune™ 100 Best Places to Work list for more than 20 years because we reward great work, promote from within and celebrate diversity.

Our values are the core of who we are. They inspire our employees, delight our customers and bring our business to life every day.

Job description

Nordstrom's HR Operations Reporting team focuses on delivering accurate and timely data reporting to various internal business partners to inform and drive business decisions. The Sr. Business Analyst - Call Center Analytics will focus on delivering executive level reporting that captures Nordstrom's employee contact call center metrics and telling that story through rich data analysis.
- Key Responsibilities
- Design, build, manage, and evolve Dashboards and other self-service tools for our key stakeholders.
- Partner with Business teams to understand their analytics needs and look for opportunities to enhance our product offering.
- Collaborate with other Analysts and Engineers to develop data/table structures, optimizing for Dashboards and other self-service needs.
- Offer strategic guidance to both analysts and business teams on how to best leverage our tools.
- Serve as a partner in providing business requirements to the HR Technology Delivery team.
- Maintain efficient Quality Assurance processes to ensure the accuracy and quality of data.
- Provide exceptional customer service through professionalism, ownership and initiative.

Profile

- Minimum 5 years of experience in business, project and/or process engineering (combined business, system development and implementation).
- Minimum 2 years of experience as a business analyst or project lead.
- Call center analytics exposure preferred.
- Knowledge of business tools, processes and HR systems
- Experience with Workday preferred.
- Understanding of the software development lifecycle and its variations.
- Familiarity with project management principles and methodologies.
- Proficiency with MS Office Suite and MS Visio.
- Proficiency with database queries and data analysis.
- Experience developing business process flows and wireframes.
- Excellent verbal and written communication skills.
- Ability to collaborate effectively.
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