Business Analyst (BPO)

Here’s the impact you’ll make and what we’ll accomplish together:

Join a highly collaborative and dynamic team at the forefront of improving the customer experience. Our mission is to transform the customer experience using our Voice of the Customer (VOC) and CCTS complaint data. We mine the data to identify opportunities and actionable insights that drive operational excellence across our Wireless and Wireline teams. We are a small, tight-knit group that thrives on helping each other and tackling high-visibility projects that make a real difference. We are looking for a team member who is passionate about our customers and is always looking for opportunities to enhance the customer and team member experience. You will be responsible for working with all key operations partners to identify and implement activities that improve our CCTS performance across Wireless and Wireline lines of business. This high-profile and strategically relevant role will have a lasting impact on our business and customer experience. You will help us shift from reactive firefighting to structured, evidence-based diagnostics—aggregating CCTS complaint data with Voice of Customer insights to tell a complete story that drives accountability and operational improvement.

Here's how (Responsibilities)

• Conduct end-to-end investigation of CCTS complaints, performing deep procedural checks to determine whether established processes were followed and identifying the precise source of failure.
• Aggregate CCTS complaint data with Voice of Customer (VOC) data to build a complete, multi-dimensional picture of customer experience issues rather than isolated data points. You will be required to extrapolate meaningful findings across the broader customer base and surface systemic trends.
• Package findings into clear, compelling narratives and presentations that allow senior leadership to assess situations rapidly and make informed decisions
• Provide root cause analysis and business case assessments to distinguish between systemic issues and one-off occurrences, ensuring the team focuses effort where it will have the greatest impact
• Partner with key operations stakeholders to hold teams accountable for process compliance, documentation standards, and case management hygiene (including Salesforce case closures, follow-up protocols, and survey completion)
• Attend cross-functional meetings and working sessions as a designated team representative, asking the right questions to uncover real operational performance issues beneath the surface

You're the missing piece of the puzzle (Required Skills & Abilities)

• Full proficiency in English (written and spoken)
• You must have deep product and process knowledge in one of the following: BCX Wireless Operations, BCX Wireline Operations, or SMB Sales.
• Genuine passion for improving the customer experience—you see complaints as diagnostic signals, not administrative tasks
• Exceptional investigative and analytical thinking—you can connect dots that aren't immediately obvious, identify where processes break down, and articulate the full story behind the data
• Strong ability to "mine" data for pain points and package findings into clear, actionable narratives—you don't just report numbers, you explain what they mean and why they matter
• Excellent communication skills (both written and verbal) across all levels of management—you are vocal, forward-thinking, and comfortable presenting ideas without waiting for others to take the lead
• High proficiency with Google Suite, with advanced skills in Google Sheets (complex formulas, data manipulation, and reporting), experience working with Salesforce (SFDC)
• Demonstrated experience creating executive-ready presentations for senior leadership audiences
• Ability to work independently with minimal supervision and effectively as part of a small, collaborative team
• Strong time management and organizational skills; ability to manage multiple investigations, prioritize tasks, and meet aggressive deadlines
• Natural curiosity and a proactive mindset—you ask questions others don't think to ask and you're not satisfied with "that's just how it's done"

Great-to-haves

• Experience with Tableau or other advanced data visualization platforms
• Familiarity with natural language processing (NLP) or sentiment analysis tools for VOC data
• Understanding of CCTS complaint handling processes and regulatory context
• Experience with AI/ML applications in customer experience analytics
• Familiarity with SQL for data analysis and automation