2 days old

Sr. Analyst, Business Process Outsourcing (131982)

Home Depot, Inc.
Atlanta, GA
  • Job Code
    337610
Sr. Analyst, Business Process Outsourcing - Atlanta GA 30308 Skip Navigation
Job Details

Sr. Analyst, Business Process Outsourcing (131982)

GA - Atlanta

  • Date Posted: Jul 31, 2019
  • Company: The Home Depot
  • Travel: 0-25%
  • Functional Area: Operations
  • Position Type: Full-Time
  • Relocation Provided: No




Position Description:
POSITION PURPOSE
The Sr. Analyst is responsible for supporting current .com contact center outsourcing tasks for small to medium strategic initiatives. Responsible for maintaining a healthy level of partnership between the internal and external contact center. Drives the productivity of the external team while providing excellent customer service and problem resolution. Drives continuous improvement of processes and results. Partners with Manager of Outsourcing and other business leaders to identify and resolve business issues related to customer satisfaction. Establish measurement systems and accountability of team members. Ensures that staff receives the necessary resources and training to deliver effective services. Generates reports to track results and efficiency of the team.

MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES

  • Use strategic thinking to see the big picture, determine the problem and understand fundamental parts of the problem
  • Prepare and deliver insights and recommendations based on analyses.
  • Review sales/financial analyses (what sold/did not sell; determine which categories have potential to move upward; cost/benefit analysis; data process modeling/analysis of problems, regression analysis).
  • Identify trends in consumer lifestyle and technology; conduct customer focus groups and analyze/synthesize findings. Scan business/industry trends; scan competitive landscape; analyze consumer data
  • Interpret data based on specific knowledge of statistics and procedures used. Provide data to all Directors to support decision making. Provide input on forecast based on knowledge of product and technology.
  • Provide input on strategy based on knowledge of industry and technology trends. Provide customers with specialized information from a variety of resources. Facilitate workout problem-solving sessions with multiple groups of people.
  • Synthesize findings and derive conclusions from analyses and make oral/written recommendations to upper management. Execute tasks related to core operations projects and/or process improvements. Execute day to day processes related to their areas of responsibility. Communicate issues and roadblocks related to their areas of responsibility.
NATURE AND SCOPE
  • Typically reports to Manager, Business Processing Outsourcing.
  • No direct responsibility for supervising others.

ENVIRONMENTAL JOB REQUIREMENTS
Environment:
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Travel:

Typically requires overnight travel less than 20% of the time.


ESSENTIAL SKILLS:
MINIMUM QUALIFICATIONS

  • Must be eighteen years of age or older.
  • Must be legally permitted to work in the United States.
Education Required:
The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Years of Relevant Work Experience: 3 years

Physical Requirements:
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Knowledge, Skills, Abilities and Competencies:
  • Leverages Partnerships 
  • Teamwork Adaptability 
  • Problem Solving 
  • Strong quantitative skills such as statistics and data analysis 
  • Self Development


We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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Posted: 2019-09-12 Expires: 2019-10-12

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Sr. Analyst, Business Process Outsourcing (131982)

Home Depot, Inc.
Atlanta, GA

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