• Contact Center Business Analyst

    Job Location(s) US-TX-Austin
    Posted Date 1 month ago(8/19/2019 4:26 PM)
    Job ID
    # of Openings
  • Overview

    CORT, a Berkshire Hathaway Company, is looking for a highly motivated individual committed to the delivery of a quality customer experience and contact center process improvements.  A Contact Center Business Analyst at CORT would focus on providing key business insights based on analyzing data and processes from multiple sources. He / She would take an active role in understanding system platform capabilities, identifying contact center-related requirements from multiple business units, analyzing processes and making actionable recommendations.  Additionally, he / she would take an active role in Salesforce CRM and Service Cloud design and configuration.  The Contact Center Analyst will report to the Contact Center Product Manager.


    • Analyze and understand complex business processes and system specifications
    • Perform contact center-related needs analyses for various business units
    • Write detailed specifications for the various contact center development teams to implement
    • Design and configure solutions within the Salesforce CRM and Service Cloud platforms
    • Maintain and grow knowledge of contact center best practices and technologies through participation in industry events and online communities
    • Create or evaluate documentation including analysis models, visual process flows, business cases, and training materials


    Required Qualifications

    • Bachelor’s Degree in Business Administration, Computer Science, Information Technology, Engineering, or related field of discipline
    • 2+ years working in a multi-channel contact center environment (phone, chat, SMS, email, social media)
    • Proficient in Microsoft Office Suite (Word, Excel, Powerpoint)
    • Quick to learn systems and processes
    • Ability to multitask and prioritize projects, issues, and tasks
    • Effective and clear communicator


    Preferred Qualifications

    • Experience with the Salesforce CRM or Service Cloud platforms
    • Knowledge of or experience with the Cisco UCCX platform
    • Knowledge of Agile Project Management methodology including, Scrum and Kanban
    • Knowledge of Microsoft Visio or other flowcharting software

    Additional Information

    About CORT


    CORT, a Berkshire Hathaway Company, is the nation’s leading provider of transition services, including furniture rental for home and office, event and trade show furnishings, destination services, apartment locating, touring and other services. CORT Events is the leading nationwide provider of rental furnishings for the exhibit and events industry. From high-profile special events and trade shows, to corporate meetings and weddings, CORT provides the rental furnishings that make exhibitions and events possible. For more information on CORT Events, visit www.CORTevents.com


    As part of a national company, CORT Trade Show & Event Furnishings offers opportunities for career development, professional growth, competitive salaries with position-specific incentive or commission plans, a comprehensive benefit plan, 401(k) and Profit Sharing, educational expense reimbursement and employee discounts. 

    CORT conducts drug screening, background checks and MVR checks (if applicable) as a condition of employment. CORT also participates in the E-Verify program.

    EEO/AA Employer/Vets/Disability


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