Sr Analyst

Description

We are looking for an experienced Sr Analyst to join our team in Aurora, Illinois, on a Contract to permanent employment basis. In this role, you will act as a vital link between technology, operations, and strategic business initiatives within the manufacturing industry. You will be instrumental in enhancing analytics, improving workflows, and driving impactful decision-making processes.

Responsibilities:
Serve as the primary business owner for telephony and quality assurance systems, ensuring seamless integration across platforms.
Develop and maintain performance dashboards, reporting tools, and analytics to provide actionable insights.
Analyze and interpret data to uncover trends, identify gaps, and recommend solutions for operational improvements.
Strengthen the integration between telephony systems and Salesforce Service Cloud, enhancing communication workflows.
Collaborate with IT teams, vendors, and business leaders to align technology solutions with organizational goals.
Translate business requirements into technical specifications and oversee testing, validation, and deployment processes.
Lead efforts to identify and resolve system issues, workflow inefficiencies, and data inconsistencies.
Design and implement process improvements enabled by system functionalities.
Maintain forecasting and workforce planning models to optimize resource allocation across channels.
Support change management initiatives, including documentation, training, and stakeholder communication.

Requirements

Minimum of 5 years of experience in business analysis, call center operations, or related fields.
Strong expertise in telephony platforms such as Cisco WebEx, Genesys, or similar systems.
Proficiency in workforce planning, forecasting, and analytics with at least 3 years of experience.
Hands-on experience with Salesforce Service Cloud or comparable CRM systems.
Ability to interpret complex data and present insights effectively to leadership teams.
Familiarity with Agile Scrum methodologies and gap analysis techniques.
Demonstrated ability to manage documentation and develop test cases.
Excellent communication skills and the ability to collaborate across technical and operational teams.

Technology Doesn't Change the World, People Do.

Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.

Our specialized recruiting professionals apply their expertise and utilize our proprietary AI to find you great job matches faster.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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