Stamford, Connecticut

JOB SUMMARY

The Corporate Escalations team facilitates handling of customer escalations (ECAFs) to Charter executives and regulatory agencies. The Business Analyst position reports to the Senior Manager of Reporting and Analytics. The Reporting and Analytics Team is responsible for: utilizing SQL to collect data and report using charts, graphs, and other visualization techniques; produce reports and dashboards to an executive level audience; conduct root cause analytics on unstructured and at times disparate data sets; and support operations through development and maintenance of custom databases and scorecard products. Business Analysts will be responsible for application database and data warehouse design, scripting and automation of data solutions via SQL programming, and creation of data visualization products through Microsoft Power BI Server.

MAJOR DUTIES AND RESPONSIBILITIES

Actively and consistently support all efforts to simplify and enhance the customer experience.

Analyzes business partners operations to understand strengths and weaknesses in order to determine opportunities to automate processes and functions.

Assists in business process redesign and documentation as needed for new technology.

Translates high-level business requirements into functional specifications for the organization and/or vendors. Manages changes to such specifications.

Negotiates agreements and commitments by facilitating communication between business unit(s) and/or vendors from initial requirements to final implementation.

Works with business partners within one business function to align technology solutions within business strategies.

Assists Project Managers in development of project plans and use associated project planning tools as needed.

Conducts feasibility studies to assess cost/benefit, efficiency and technical viability of solutions to business problems.

Analyzes business processes, functions, and procedures to determine most effective business systems software to meet the needs of the organization.

Establishes specifications and objectives based on business requirements and cost effectiveness; provide recommendations to management personnel.

Collaborates with management in systems development and design.

Develops test plans and coordinate software testing.

Performs other duties as assigned.


REQUIRED QUALIFICATIONS

Skills/Abilities and Knowledge

Ability to read, write, speak and understand English

Working knowledge of cable television operations, processes and billing systems

Excellent interpersonal skills

Strong leadership abilities with the ability to present performance feedback effectively

Excellent presentation skills with small- to medium-sized groups

Strong analytical ability

Ability to work independently

Demonstrated project management skills


Education

Business or Technical Bachelors degree or equivalent combination of education and experience.


Related Work Experience Number of Years

Procedural documentation and project implementation 5+


PREFERRED QUALIFICATIONS

Related Work Experience Number of Years

Call center/customer care operations management experience 5+


WORKING CONDITIONS

Normal office conditions

CDA360 288700 288700BR

Stamford, Connecticut

Spectrum's Product and Services are powered and innovated by Charter Communications, Inc. the leading broadband communications company in the United States. Our company provides a full range of advanced broadband services, including Spectrum TV™ video entertainment programming, Spectrum Internet™ access, and Spectrum Voice™. Spectrum Business® similarly provides scalable, tailored, and cost-effective broadband communications solutions to business organizations, such as business-to-business Internet access, data networking, business telephone, video and music entertainment services, and wireless backhaul. The advertising sales and production services are sold under the Spectrum Reach™ brand. News and sports networks are operated under the Spectrum Networks brand.  

Our commitment to serving customers and exceeding their expectations is the bedrock of our business strategy and it’s the philosophy that guides our more than 95,000 employees.

Your next career can be as impactful as your last one. As a veteran or active military service person, you have the skills, talent, and training to make a difference at Spectrum. More than 11,000 veterans have already found a home at our advanced TV, Internet, Voice and Mobile company. You can find yours, too, in areas like Technical Operations, Field Operations, Network Operations, Construction, Engineering, Sales, and more. When you join us, you join a company dedicated to you and your success.  

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