I. Job Summary

The Supervisor, Business Analysis manages and leads a team of up to five Business Analysts within the customer service department, focusing on data analysis, process improvement, and operational excellence to enhance customer experience and drive service efficiency.

II. Essential Duties and Responsibilities

The highest level of supervisory skills required in this job is the management of non-supervisory employees. This includes direct supervision of up to 5 business analysts. Directs customer service teams toward achievement of operational goals. Organizes and schedules all necessary resources required to accomplish activities. Oversees personnel needs of the department including coaching, training, and evaluating employee performance.  Provides input into termination, compensation, and promotion decisions. Hires and provides training for new and/or less experienced customer service staff. Compiles all customer service data requirements into reports, and analyzes results. Investigates and researches escalated customer service inquiries. Ensures employees behaviors are focused on improved customer satisfaction to drive customer loyalty. Services as a key support contact for offshore partner teams, ensuring alignment on processes, escalation handling, and knowledge sharing to maintain a unified experience. Leads the creation and ongoing maintenance of training materials, process documentation, survival guides and team communications to ensure CE representatives are fully equipped with current and accurate resources. Develops and implements support tools tailored to enhance CE team effectiveness and onboarding efficiency. Partners with cross-functional teams to manage and improve the customer portal experience, addressing usability concerns and aligning updates with customer service needs. Supports continuous improvement initiatives by identifying gaps in knowledge or performance and proactively creating tools and materials to address them.

III. Qualifications: The requirements listed below are representative of the qualifications necessary to perform the job:

A. Required Qualifications

High School Diploma or GED (accredited)

6 years of relevant work experience (in addition to education requirement)

B. Preferred Qualifications

Call center or customer service experience and supervisory/management skills required Ability to work in and/or back-up all incoming call queues for the various segments within the department. Assist with dispatch when needed Ability to cross train and develop CSRs Ability to work closely with the internal Resource Mgmt. team related to IEX schedules and forecasting to support teams and functions Ability to multi task and to react well under pressure and treats others with respect Identifies and resolves problems in a timely manner Prioritizes and plans work activities Focuses on solving conflicts and listening to others without interrupting Work efficiently and effectively, both independently and as a team to ensure exceeding call center’s standards Balances team and individual responsibilities and helps build a positive team spirit Adapts and able to deal with frequent changes in the work environment Demonstrate accuracy and thoroughness to meet productivity standards in a timely manner In-depth understanding of offshore team workflows and tools, with demonstrated experience in providing daily support and collaboration across time zones. Knowledge of routing tools and workforce management strategies to allocate work effectively to offshore resources Proficient in managing customer portals, including setup of new client profiles, troubleshooting and ongoing maintenance Ability to translate business needs into scalable portal solutions and ensure front-line teams are trained on functionality and updates

IV. Physical Requirements

Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.☒ Office: This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.

Normal setting for this job is Hybrid (M-Thr)- Windsor, CT. 

The expected pay range for this hybrid position across the U.S is $65,780 to 82,170K. This range represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate's relevant experience, education, training, certifications, qualifications, and work location.

V. Benefits

At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.

If this sounds like the opportunity that you have been looking for, please click Apply.