- Entry level
- No Education
- Salary to negotiate
What You'll Do:
The charter of Global CX Center Operations team is to plan, execute and accelerate the delivery and business Performance of the Global CX Centers to orchestrate and enable the transformation of CX into the desired Future State.
The key focus area for the Business Analyst is to support their allocated technology/region/function to accelerate delivery and business performance and successfully deliver on their commitments to profitably grow the CX business.
Partners with Delivery leaders to proactively provide expertise in operations for the CX Global Center Delivery organization in a given technology. That includes Budget and HC management, Operational governance and cadence (f.ex. Methods and Ops review), KPI deep dives and analysis, ad-hoc reporting, action follow-ups and coordination of operations related activities with the Delivery managers.
Manages, leads and monitors business analytics to achieve overall delivery, business and company objectives.
Delivers business insights and recommendations leveraging analytics, predictive modeling, observations & business knowledge.
Enables operational improvement through the strategic management and analysis of business drivers and practices.
Drives change through collaboration on the strategic development and management of performance measurements and control systems as well as supporting the leadership with relevant coordination of ops related activities.
Who You'll Work with:
The position will support Global CX Center leaders with delivery and business performance acceleration and transformation.
Partnering with Operations team members and collaborating with cross-functional teams to drive delivery and business improvement, evolve insights and analytics, identify trends, issues, challenges, and recommended actions.
Who You Are :
You are a team player who can be a trusted advisor to the business. You have the ability to influence cross-functionally and at the Executive level. You are able to think outside the box, take the lead in developing business solutions and be a change agent. You are proficient in the details of running a business and able to connect to the big picture.
Bachelor degree with at least 5-10 years’ experience in a large multi-national company with exposure to various aspects of the delivery, business and/or operations.
Ability to work in matrix organizations, prioritize what is important to the business and influence decision makers to achieve desired results.
Excellent written/verbal communication – proficient in English (and other languages as applicable to business theatre supported).
Very strong analytical skills to identify trends & patterns in datasets and interpret, synthesize, and communicate insights and recommendations to the leadership team.
Must have experience in participating as a key member in a cross-functional team and/or projects or programs of high complexity.
Experience and understanding of CX/Services organizations, processes, and policies are a strong plus. Including knowledge of back office systems to support the business.
Strong mastery of Excel, Power point, Tableau, Business Objects and other existing dashboards and tools related to delivery operations are a plus.
About the company
At Cisco, transforming the way people work, live, play and learn also includes being a great place to work. For 17 years, we’ve been named a Fortune 100 Best Place to Work, one of a handful of companies included on the list since its inception. And, we are among 25 companies acknowledged as a world’s best multinational workplace.
We’re proud of this recognition because it means, at Cisco, you will enjoy working flexibly, using our own market-leading collaboration technology to drive innovation; taking advantage of numerous health and wellness resources; pursuing exciting career opportunities, and participating in programs to help your local communities or fulfill philanthropic interests. And, you’ll be doing all of this while being part of a global team that is making a positive difference in the world.
Learn why Cisco is a great place to work and what we offer you.