Job Description

The Business Analyst in this role is accountable for creating accurate operational reports and dashboards for contact center metrics. This position will work closely with business leaders to gain insight into day-to-day operations of the organization and the reporting needed to support the organizations performance. As such, partnership with all areas of the business and quantifying impact will be a critical requirement of this role. Candidates should be experienced in analytical and critical-thinking skills, leadership communication, contact center/workforce management experience, and have a proven track record of collaboration within cross-functional organizations.

Nordstrom is able to offer remote employment for this position in the following states: Arizona, California (Current NCSI employees only), Colorado, Illinois, Nevada, North Carolina, Texas, Utah and Washington

Primary Duties & Responsibilities:

• Develop and maintain contact center metric reporting using visualization software such PowerBI or Tableau
• Utilize performance analytics tools to identify agent and volume behaviors and recommend action items to drive efficiencies and improve workflow.
• Identify and communicate areas for continual improvement of service levels across the operation, recommending and initiating improvements necessary to attain expected targets
• Review and analyze results and report on deviations from forecasts for data validation and root cause analysis.
• Reviews and identifies trends or patterns of practices/activities that impact operational service level results.
• Measure and provide hindsight analysis for forecast accuracy and scheduling efficiency used for operational planning.
• Establish a regular cadence with business leaders to share insights/recommendations regarding volumes, average handle time, shrinkage, and hiring plans.
• Additional duties and responsibilities as assigned.

Qualifications:

• Bachelors degree in business, accounting, finance, statistics or economics, or an equivalent combination of education and work experience.
• Advanced Excel skills and experience in formulas, arrays, table formatting, conditional formatting, graphs, and pivot table reporting.
• Understanding of forecasting and value-maximization techniques
• Strong understanding of Automatic Call Distribution (ACD) and/or Back-Office Work Routing platforms
• Experience with WFM Software(s), experience with Alvaria a plus
• Experience with programming languages (SQL, Python, R) a plus
• Must have a high degree of personal initiative and self-motivation
• Ability to be responsive to changing business needs, manage and prioritize concurrent assignments, and handle ambiguity.
• Strong verbal and written skills with demonstrated ability to communicate complex and technical concepts in general terms to broad audiences.
• Strong analytical abilities in decision making and problem solving.

We’ve got you covered…

Our employees are our most important asset and that’s reflected in our benefits. Nordstrom is proud to offer a variety of benefits to support employees and their families, including:

• Medical/Vision, Dental, Retirement and Paid Time Away
• Life Insurance and Disability
• Merchandise Discount and EAP Resources

A few more important points...

The job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive. There may be additional duties, responsibilities and qualifications for this job.

Nordstrom will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

Applicants with disabilities who require assistance or accommodation should contact the nearest Nordstrom location, which can be identified at www.nordstrom.com.

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Current Nordstrom employees: To apply, log into Workday, click the Careers button and then click Find Jobs.

Pay Range Details

The pay range(s) below are provided in compliance with state specific laws. Pay ranges may be different in other locations.