Business Systems Consultant Senior / Lead

at  Progressive

Job Number: 232949
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As a business systems consultant senior or lead on the Desktop Tools & Strategy team, you’ll craft the future of tools, systems, and guidance and business processes that empower our contact center consultants to improve customer experiences in the phone channel. You’ll be the liaison between our systems and users across the company. In this role, you’ll lead efforts on system application process improvements and system enhancements. You’ll create business requirements and evaluate technical solutions by discussing needs with end users, project sponsors, managers, and project teams. You’ll also develop a strategy to improve Progressive’s Desktop Tools Strategy, taking into account customer feedback, costs, benefits, and risks. Additionally, you’ll lead system projects, implementations, and continuous support by coordinating with vendors, business areas, and the Legal team.
This is a remote position for US-based work only.

MUST-HAVE QUALIFICATIONS

• High School Diploma/GED equivalent or higher and a minimum of eight years of experience in back-end business systems (e.g. systems enhancements, testing and analyzing systems, etc.)
• {OR} Bachelor’s degree or higher and a minimum of five years of experience in back-end business systems (e.g. systems enhancements, testing and analyzing systems, etc.)

PREFERRED SKILLS

• Results-driven contributor with an eye for continuous improvement
• Analytical mentality with the ability to collect, organize, analyze, and present complex data
• Strong background in Contact Center Operations and Technology including systems and processes
• Self-starter and design problem solver, comfortable with ambiguity and excited to help develop innovative solutions for contact center consultants
• Strong communicator and leader, adept at documentation and recommendations. Highly organized with excellent multitasking, prioritization, follow-up, and attention to detail

Please refer the Job description for details