AddressSo… who are we? Techtronic Industries (TTI) is a global organisation and world-class leader in quality consumer and professional products marketed to the home improvement and construction industries. TTI's portfolio includes market leading brands such as Ryobi, AEG, Hoover, Vax, Kango and Empire.
We are committed to ensuring our people have a great experience, in addition to an exciting and challenging role we also provide a range of great employee benefits including:
· Personal Development: Access to LinkedIn Learning and professional development programs.
· Health & Wellbeing: Paid Parental Leave and Employee Assistance Program.
· Discounts & Perks: Generous discounts on company products.
· Social: Recognition programs and social events to celebrate our team's achievements.
As Business Analyst your role is to provide high-quality reporting and analysis across all areas, identifying insights and empowering the Service Solutions Team to use this data to enhance customer and employee experiences.
The successful applicant will be an improvement and technology enthusiast, with a track record of creating great customer experiences and updating processes. You will possess excellent communication skills, able to demonstrate strong interpersonal and relationship building skills, excellent resolution skills, resilience and adaptability.
What your day-today looks like:
A key player in implementing and developing Contact Centre systems in relation to customer interaction and voice networks; designing interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
To define user requirements; establish technical specifications, and production, productivity, quality, and customer-service standards; contribute information and analysis for organisational performance.
Maintains professional and technical knowledge by tracking emerging trends in Customer Service and Experience journeys.
Maintains and improves Contact Centre operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
Responsible for tracking deadlines and progress for Customer Service’s projects using Smartsheets.
Lead internal engagement and best practice workshops, play back project initiatives in order to gather and understand business challenges, objectives and key opportunities for process optimisation, automation and broader transformational work.
What you will bring to the role:
High level of attention to detail with a quantitative, analytical, and strategic mindset.
Experience with the Salesforce CRM platform, ERP systems, data analysis, process documentation and reporting.
Ability to manage detailed tasks and deadlines.
Advanced level of computer literacy (must have ability to find information online, be proficient in Microsoft Office applications, Visio mapping, Smartsheets).
Ability to work both independently and as part of a team, needing minimal supervision but enjoying collaboration.
Ability to apply creative thinking and logic to problem solving activities.
If you are ready to join a growing organisation and be a part of an outstanding team, we would love to hear from you!
