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Business Analyst I - Retail Business Services

Company: Delhaize America
Location: Quincy
Posted on: June 4, 2021

Job Description:

About Retail Business Services

Retail Business Services is the services company of leading grocery retail group Ahold Delhaize USA, providing services to five omnichannel grocery brands: Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Retail Business Services leverages the size and scale of the local brands to provide industry-leading expertise, insights and analytics to support their strategies. We are committed to diversity, equity and inclusion and we foster a community of belonging where everyone is valued. For more information, visit www.retailbusinessservices.com or follow us on LinkedIn and Twitter.

Position Title: Business Analyst I

Position Location: Salisbury, NC or Scarborough, ME or Quincy, MA or Landover, MD or Carlisle, PA

Position Summary:

Analyzes data to provide performance reporting to Customer Support

leaders (daily/weekly/monthly scorecards, department performance

metrics, etc.). Provides brand leaders performance and trend reports

and makes recommendations on actions needed

Principle Duties and Responsibilities:

  • Responsible for creating, maintaining and distributing of accurate

contact center metric reporting for our internal team, brand partners,

and other business partners to track performance and metrics against

our pre-determined goals.

  • Responsible for distribution of accurate reporting from our CRM

platforms requested by our internal team, brand partners and other

business partners to show trends on the types of contacts

  • P lay an active role in creation of reporting, scorecards, dashboards,

etc. required for our internal team, brand partners and other business


  • Analyzing data from reporting out of all systems related to metrics,

trends, etc. and communicating findings to the appropriate parties.

Presents data in a way to easily identify issues and makes

recommendations to mitigate concerns.

  • Utilizing WFM tool for entire Contact Center to complete:

oLabor Forecasting

oSchedule building and maintenance

oPTO calendar and request management

  • Analyzing schedule and labor forecasting to provide areas of

opportunity for upcoming training classes of existing associates and

recommendations on hiring new agents based on scheduling needs Requirements Basic Requirements

  • 2 -4 Years in the relevant area of expertise
  • Associate's Degree
  • Bachelor's Degree (Preferred)

Skills and Abilities:

  • Proficient in Advance Excel and Reporting tools and Software
  • Ability to Partner and Collaborate with other team members Apply On-line

Keywords: Delhaize America, Quincy , Business Analyst I - Retail Business Services, Other , Quincy, Massachusetts

Click here to apply!

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