Introduction to Our Company and Industry
At Workwarp, we are dedicated to providing innovative solutions that enhance customer engagement and operational efficiency. As a leader in the industry, we are committed to fostering a culture of excellence, collaboration, and continuous learning. Our team is passionate about leveraging technology to drive business growth and improve customer experiences. We are excited to announce an exceptional opportunity for a Senior Business Analyst to join our team, working remotely with Walgreens, one of the most recognized brands in the retail and pharmacy industry.
Job Overview
The Senior Business Analyst will play a critical role in our Inbound Conversational Customer Engagement team, focusing on developing seamless caller experiences and growing self-service opportunities through the use of natural language and PBX technology. This position requires collaboration with cross-functional teams, including business SMEs, vendor partners, UX designers, speech scientists, and development teams. The ideal candidate will have a strong analytical mindset, excellent communication skills, and the ability to drive business value through data-driven insights.
Key Responsibilities
- Collect, summarize, and present data analysis to support Pharmacy & Retail Operations management in both long- and short-term strategic planning, as well as the development and implementation of programs.
- Maintain a thorough knowledge of business processes and practices related to all aspects of Pharmacy & Retail Operations in the Retail Hub.
- Provide complex analysis of corresponding data to build a business case for system and operational process changes, enhancements, and improvements, including the development of useful specifications, interface possibilities, costs, and return on investment summaries.
- Serve as the operational point of contact for various projects to drive project execution, communicating relevant project information to stakeholders, both corporately and in the field.
- Collect, analyze, and provide recommendations on data related to proposed programs to meet the business and strategic objectives of Pharmacy & Retail Operations and the Company, managing complex ad-hoc projects and analyses as needed.
- Plan, design, and deploy suitable reports and tools to support business objectives.
- Collaborate across Pharmacy & Retail Operations, IT, legal and regulatory, process development teams, and others to develop operational solutions.
- Coach, mentor, guide, and provide oversight to less senior Business Analysts.
Essential Qualifications
- Bachelor's Degree and a minimum of 1 year of experience with reading and reporting data to identify problems, trends, or exceptions to drive the development of results and identify solutions; OR, High School Diploma/GED and 4 years of experience with reading and reporting data to identify problems, trends, or exceptions to drive the development of results and identify solutions.
- At least 1 year of experience querying databases (e.g., SQL, Golden, Business Objects, EDW, SAS, and/or SQL Server).
- Experience in identifying operational problems and recommending and implementing solutions to resolve issues and challenges.
- Experience communicating the impact of business analysis results to business leaders.
- Intermediate-level skill in Microsoft Word (e.g., creating headers, page breaks, page numbers, and tables, and/or adjusting table columns).
- Intermediate-level skill in Microsoft Excel (e.g., using the SUM function, placing borders, placing column width, placing charts, using text wrap, sorting, placing headers and footers, and/or print scaling).
- Intermediate-level skill in Microsoft PowerPoint (e.g., applying a theme, formatting individual spacing, placing an image, changing slide layout and theme colors, adding transitions, customizing slide numbers, changing chart style, and/or formatting font).
Preferred Qualifications
- 3+ years of experience with call center ACD, IVR, CTI, skilling approach, call recording, and reporting as associated with contact center applications.
- Experience with Genesys Administrator and Genesys Administrator Extension.
- Ability to interface and cultivate strong working relationships with technology teams, business analysts, and vendors.
- Fluency or near-fluency in Spanish.
- Experience with SAFe Methodology and working in an Agile environment.
Skills and Competencies
To succeed in this role, you will need to possess a unique blend of technical, business, and interpersonal skills. These include:
- Strong analytical and problem-solving skills, with the ability to collect and analyze complex data sets.
- Excellent communication and presentation skills, with the ability to effectively communicate insights and recommendations to stakeholders.
- Strong collaboration and teamwork skills, with the ability to work effectively with cross-functional teams.
- Ability to think strategically and drive business value through data-driven insights.
- Strong technical skills, including experience with databases, Microsoft Office, and other business intelligence tools.
Career Growth Opportunities and Learning Benefits
At Workwarp, we are committed to the growth and development of our employees. As a Senior Business Analyst, you will have access to a range of training and development opportunities, including:
- Professional development programs to enhance your technical and business skills.
- Opportunities to work on complex and challenging projects, driving business value and growth.
- Collaboration with experienced professionals, providing mentorship and guidance.
- Access to the latest technologies and tools, staying up-to-date with industry trends and developments.
Work Environment and Company Culture
Our company culture is built on a foundation of excellence, collaboration, and continuous learning. We believe in fostering a positive and inclusive work environment, where employees feel valued, supported, and empowered to succeed. As a remote worker, you will be part of a distributed team, working closely with colleagues and stakeholders to drive business outcomes.
Compensation, Perks, and Benefits
We offer a competitive salary, with an hourly rate between $27 and $40, plus a bonus pursuant to the terms of any bonus plan, if applicable. Our benefits package includes a range of perks, such as:
- Flexible working arrangements, including remote work options.
- Comprehensive health and wellness programs, including medical, dental, and vision coverage.
- Retirement savings plans, including 401(k) matching.
- Paid time off, including vacation, sick leave, and holidays.
Conclusion
If you are a motivated and experienced Senior Business Analyst, looking for a new challenge and opportunity to grow your career, we encourage you to apply for this exciting role. With a competitive salary, comprehensive benefits package, and a supportive and collaborative work environment, this is an opportunity not to be missed. Don't hesitate – submit your application today and take the first step towards an exciting and rewarding career with Workwarp and Walgreens!
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