Business Analyst

Are you seeking fulfilling work where you can make a real difference in our contact centers? Do you have the curiosity to continuously learn new areas, to understand existing business processes and drive continuous improvements? If you're a natural problem-solver who thrives in cross-functional team environment, you could find your perfect fit on the Call Center Desktop Applications team at Spectrum. Help us create the intuitive agent tools that empower our agents to deliver exceptional customer experience during every interaction.

At Spectrum, we keep more than 32 million customers connected across our 41-state footprint. Our Call Center Desktop Apps team support team helps maintain the company's information technology (IT) infrastructure in support of our customers and call center employees. By keeping our hardware and software updated and running smoothly 24/7, our Desktop & IT support team helps deliver the exceptional services and experiences Spectrum is known for.

BE PART OF THE CONNECTION

As a Business Analyst on the Call Center Desktop Apps team, you'll serve as the critical bridge between our customer service operations and technology teams. You'll analyze agent workflows, identify pain points, and translate business needs into clear requirements that drive improvements to our agent-facing applications. Your work directly impacts the daily experience of thousands of agents by simplifying complex processes, reducing handle times, and creating intuitive interfaces that allow them to better serve our customers.

WHAT OUR BUSINESS ANALYSTS ENJOY MOST

• Seeing their solutions directly improve the daily work of thousands of call center agents, knowing their requirements created more intuitive interfaces that reduce agent frustration
• Witnessing measurable improvements in key metrics like call handle time, first call resolution, and agent satisfaction scores as a result of their requirements work
• Collaborating with agents to gather firsthand insights, understand business processes and identify the challenges faced by frontline users, then translate that learning into solutions that make a difference
• Creating requirements that bridge technical capabilities with agent needs, resulting in applications that allow agents to better serve our customers
• Advocating for usability and agent experience in design sessions, ensuring the voice of the frontline is represented in every solution
• Analyzing agent workflows and identifying opportunities to eliminate pain points, reduce system complexity, and streamline processes

In this role, you'll work both independently and within a team in a dynamic environment that values innovation and continuous improvement. You'll excel if you can collaborate cross-functionally, adapt to changing priorities, and balance multiple projects simultaneously. The skills you develop-from stakeholder management to requirements analysis to process improvement-are highly transferable, opening doors to various career paths across Spectrum for meaningful, long-term growth.

WHAT YOU'LL BRING TO SPECTRUM

Required Qualifications

• Experience: Business analysis or related experience: 2 years or more
• Education: Bachelor's degree in business or related field
• Technical Skills: Comprehensive knowledge of software applications such as Word, Excel, PowerPoint, etc.
• Abilities: Quickly identify business problems & opportunities; prioritize & organize effectively; analyze & interpret data, communicate clearly both orally and in writing

This position is not eligible for immigration sponsorship.

SPECTRUM CONNECTS YOU TO MORE

• Dynamic Growth: The growth of our industry and evolving technology powers our employees' careers as they move up or around the company
• Learning Culture: We invest in your learning, and provide paid training and coaching to help you succeed
• Supportive Teams: Be part of a strong community that gives you opportunities to network and grow, and wants to see you succeed

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