Customer Service Business Analyst

Summary:

The job of the Business Analyst is to support strategic innovations throughout the Customer Service department. The Business Analyst will partner with Authority and departmental leadership to uncover insights, optimize systems that would enhance decision making and operational success within the Customer Service department. The responsibilities of the role will also include data collection, processing, producing dashboards and reporting in order to strengthen customer service operations for the Authority. This position will be on-site in our Hauppauge, NY office with Monday-Friday, 8:30am-5:00pm schedule.

Job ID/Number:

Posted Date:

9/25/2025

Job Location:

Position Type:

Full Time

Division:

Customer Service

Description:

Responsibilities include:

- Lead and contribute to strategic projects focused on improving operational efficiency, including project planning, prioritization status tracking and escalation management.

- Identify performance trends, inefficiencies, and improvement opportunities using structured data analysis.

- Partner with operational leadership to refine workflows, improve SLA’s and scale solutions.

- Support the vetting and implementation of tools for reporting, communication, and automation to improve and enhance customer experience.

- Document new workflows and enable teams with clear SOP’s and guidance documents.

- Support the execution of cross functional initiatives- scoping requirements, building timelines and ensuring follow-through.

- Develop and implement databases, data collection systems, data analytics and other strategies that optimize the customer experience and resolve customer issues efficiently.

- Gather and organize data from various sources including internal databases, external software, and market research including but not limited to, SAP, Success factors, Clevest and Ring Central to enhance customer experience.

- Recommend enhancements to workflows, scripts, and engagement strategies based on analytics and customer feedback.

- Work with management to prioritize business and information needs.

- Locate and define new process improvement opportunities.

- Leverage data from CRM, ERP, and contact center platforms to monitor performance, analyze trends, and identify inefficiencies or training gaps.

- Focus on enabling Directors and Sr. Leaders to make data driven decisions.

Qualifications:

- Our ideal candidate has 3-5 years of combined business operations, data analytics, consulting or similar cross functional roles.

- BS in Mathematics, Economics, Computer Science, Information Management or Statistics is required.

- Any computer or project management related certificate is preferred.

- Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with mindfulness and accuracy.

- Adept at queries, report writing and presenting findings.

- Experience with MS Excel, MS Power Automate, Tableau.

- Excellent communication and analytical skills.

- Ability to work independently and as a member of a team. This position is a crucial part of the overall customer service team and a strong ability to communicate with numerous stakeholders is critical.

- Knowledge of statistics and statistical models is preferred.

The Authority may accept an equivalent combination of education and experience to meet the requirements

Interested candidates should submit their application and resume, including salary requirements via the SCWA website (www.scwa.com) and click on “Career Opportunities”. Salary is commensurate with education and experience within the range of $75-85k. Salary expectations must be disclosed on application.

(The Authority shall not employ relatives of employees as defined to mean an employee's spouse, child, stepchild, stepparent or direct descendant of grandparents of the employee as defined in the New York State General Municipal Law 810.)