Czech Republic, Prague, Remote Working
Posted 1 week ago

The ICON brand is a leading and trusted global provider of cost enabling, adaptable and secure communication solutions, optimising technology & talent to deliver a portfolio of services covering every stage of the customer relationship value chain, with strong credentials in both the B2B and B2C environments.

This role will report directly to the Customer Success Business Partner, but may also have a direct/indirect reporting line/s to other members of the Senior Management Team and or wider ICON team as business requirement dictates.

The key role of a Business Analyst is to review, analyse and evaluate data streams, business systems and internal/external client needs and strategic recommendation provision based on business intelligence stemming from these sources. Other responsibilities include strategic operations analysis, identifying performance trends, scanning business/industry trends, reviewing sales/financial analyses and interpreting data. In addition, this role is in charge of data streams, data sets and databases, and is responsible for adapting and advancing it so that industry best practices are adopted and implemented.

Main Responsibilities

  • Determine operational recommendations by studying business functions, gathering information, evaluating output requirements and formats
  • Construct workflow charts and diagrams, study data system capabilities and write data stream specifications
  • Improve, manage and supervise database systems by studying current practices and designing modifications
  • Define data related project requirements by identifying project milestones, phases and elements by forming a project team
  • Monitor project progress by tracking activity, resolving problems, publishing progress reports and recommending actions
  • Maintain user confidence and protect operations by keeping information confidential in accordance with ICON’s Security Suite
  • Explain the technology, design rationale, and function strategy as it directly relates to accomplishing goals set out in proposed solutions (where applicable)
  • Prepare technical reports by collecting, analysing and summarizing information and trends
  • Conduct and coordinate operational and related research to support strategic and business planning within the various departments and programs
  • Acting as a liaison between the business and its Information Technology (IT) and Customer Success department
  • Interpret, evaluate and interrelate research data and develop integrated business analyses and projections for incorporation into strategic decision-making
  • Perform daily, weekly and monthly reviews and analyses of current processes using operational metrics and reports
  • Suggest changes to senior management using analytics to support recommendations. Actively participate in the implementation of approved changes
  • Create informative, actionable and repeatable reporting that highlights relevant business trends and opportunities for improvement
  • Conduct insightful, ad hoc analyses to investigate ongoing or one-time operational issues

Key Competencies

  • To display excellent communication, collaboration and teamwork; promotion of a ‘one team’ ethos, managing and maintaining set standard
  • To contribute to the development of innovative ideas to constantly drive performance, to contribute to the growth of ICON, to strive to ensure ‘best in class’ status is achieved & maintained
  • Delivery of successful, effective, proactive working relationships and communication flow
  • To ensure all decision making supports ICON’s overall business model/strategy
  • To carry out any other relevant/miscellaneous appropriate duty as may be allocated
  • To ensure that results are measured against standards while making necessary changes along the way

Knowledge & Experience

  • Fluent in English with the ability to communicate concepts and provide analysis on operational activities/tasks
  • Advanced technical knowledge and a keen interest in adapting and implementing industry best practice processes
  • Big Data management experience
  • Project & people management experience
  • Understanding of business technology solutions
  • Understanding of corporate data workflow
  • Process and quality management experience
  • Access management experience
  • High level of commercial acumen
  • Good organisational and administration skills
  • Exceptional attention to detail
  • Advanced computer software skills, including Excel, SQL and other analytical tools
  • 12 months of experience in a similar role
  • Experience in data administration in mid to large business entities
  • Experience in managing corporate data focus systems (on-prem, SaaS)
  • Strong quantitative abilities including the ability to solve complex problems
  • Advanced knowledge of financial modelling and business architecture
  • Strong analytical background
  • Agile project management understanding
  • A deep understanding of complete contact centre technology solutions is an advantage
  • Data process creation knowledge
  • Production knowledge in development technologies. (Java, javascript, python, VB or any other scripting experience, very good understanding of Object-oriented programming) is an advantage
  • Excellent customer relationship management skills with the ability to interact with high management.

We Offer You

  • Full-time employment (12-month contract including a 3-month probationary period)
  • The flexibility to work remotely or onsite-working in an international work environment centrally located in Karlin
  • Fully paid training
  • The opportunity to work with big global brands
  • An opportunity of working with a top-level Enterprise technology stack
  • 20 days of holiday + 3 free days after 12 months (1 extra free day for each year of employment after the 3rd year, up to 30 holidays maximum)
  • 50% or 100% discounted Multisport membership (www.multisport.cz)
  • Equipment (laptop, desktop etc)
  • Ongoing training sessions and personal development endeavours
  • Social team building events

Paid Training & Free Development

We provide full training in both sales skills and the business products of our clients. We share proven methodologies that are led by experienced trainers that ensure your success with us. Regular coaching sessions help you develop a career that prepares you for internal promotions and leadership roles within ICON Communication Centres.

Interested? Here’s The Process …

1. Scroll down and complete the application form below
2. Speak with the Talent Acquisition Team about your application on a one-to-one screening call
3. Attend a face-to-face interview either in person or via Skype
4. Additional interview or assessment 
5. Career offer

Got A Question?

We’d love to chat with you! Email us at careers@icon-cc.com or simply call our Talent Acquisition Team on +420 221 709 204 for a chat!

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