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Sr Business Analyst

Company: Intuit
Location: Plano
Posted on: May 15, 2022

Job Description:

OverviewThe ProConnect Group Customer Success team is seeking an experienced and collaborative Sr. Business Data Analyst. This is an exciting opportunity to help shape how we use data to improve the efficiency of workforce planning and customer experience delivery across multiple touchpoints. This role will work across functions (Data & Analytics, Forecasting, Experience Delivery, and Finance) to provide strategic, operational and tactical plans for resource deployment and output expectations based upon demand and capacity analysis. The main functions of this position are forecasting staffing needs and headcount requirements, monitoring budget and accruals, and offering data-driven insights to improve the quality and efficiency of customer experience delivery. What you'll bring+ Strong business acumen and exceptional analytical ability with a 3+ years of relevant experience in data analysis/data science/workforce planning+ Highly proficient in SQL, Excel and analytical BI tools such as Tableau+ Ability to translate analysis to business insights and actions, and effectively educate and motivate stakeholders to act on recommendations+ Demonstrated ability to parse and dice complex problems, develop clear hypotheses, conduct analyses and drive actionable recommendations through end to end quantitative thinking+ Strong organization, time management skills and ability to manage multiple projects/priorities simultaneously to meet objectives and deadlines+ Demonstrated high levels of ownership, responsibility, initiative and the desire to drive significant, measurable performance results with minimal supervision+ Excellent communication skills with the ability to interact with and influence business stakeholders and decision makers+ Bachelor degree required in Statistics, Business Administration, Economics, Operations Research, or equivalentHow you will lead+ Create and continually iterate annual budget plan, quarterly budget reforecast and monthly partner spend accrual reconciliation to determine headcount needs and hours of operation+ Oversee partner resource planning including ramp plan development, tracking resource requests, approval of resource plan, and monthly staffing plan delivery+ Lead quantitative analysis to support key strategic insights and decisions that improve customer experience. Requires solving business problems by leveraging a broad range of data sets and analytical capabilities+ Apply operations research and statistical methods to optimize operation strategies with ROI evaluations, buffer/queuing management and capacity planning+ Work cross-functionally to understand strategic priorities, upcoming business changes, product releases, and any other factors across the business that may impact volume+ Monitor performance (handled volume, ASA, AHT, agent productivity, attrition rate, etc.) to provide key insights to leadership, ensure adequate delivery according to plan and make adjustment recommendations to meet customer volume changes against goal EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.

Keywords: Intuit, Plano , Sr Business Analyst, Professions , Plano, Texas

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