Business Analyst Supervisor

Waste Management (WM), a Fortune 250 company, is the leading provider of comprehensive waste and environmental services in North America. We are strongly committed to a foundation of operating excellence, professionalism and financial strength.  WM serves nearly 25 million customers in residential, commercial, industrial and municipal markets throughout North America through a network of collection operations, transfer stations, landfills, recycling facilities and waste-based energy production projects.

 WM Strategic Business Solutions (SBS), located in Windsor, CT, is responsible for managing WM's largest, most prestigious national customers. SBS serves as the one-stop shop for the largest corporations in the US. Through industry leading reporting, centralized billing & service, and pricing, WM SBS provides an exceptional value proposition to our customers. With approximately 600 dedicated employees, a state of the art customer management system, and the goal of expanding into international markets, WM SBS is helping WM transform our industry.  

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
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Other minor duties may be assigned. 

Team Leadership & Management

◦ Directly supervises and manages up to 5 business analysts, providing day-to-day guidance, coaching, and performance management

◦ Oversees personnel development including training, performance evaluations, and career advancement recommendations

◦ Provides input on promotion, and termination decisions for team members

◦ Builds and maintains a collaborative team environment that balances individual and collective responsibilities

Analytical Excellence & Reporting

    ◦ Directs business analysts in compiling comprehensive customer service data requirements into actionable reports and insights

    ◦ Ensures analytical work meets quality standards, timeliness requirements, and adheres to established policies and procedures

    ◦ Guides team in analyzing customer service metrics, trends, and performance indicators to support strategic decision-making

    ◦ Oversees the creation of data visualizations and presentations for senior leadership and cross-functional stakeholders

Process Improvement & Documentation

    ◦ Leads the development and maintenance of analytical processes, procedures, and best practices

    ◦ Ensures business analysts create and maintain accurate process documentation, training materials, and analytical methodologies

    ◦ Supports continuous improvement initiatives by identifying gaps in analytical capabilities and developing solutions

    ◦ Collaborates with cross-functional teams to align analytical outputs with business objectives

Offshore Partnership & Knowledge Management

    ◦ Serves as key liaison between onshore business analyst team and offshore analytical support teams

    ◦ Ensures alignment on analytical processes, data standards, and reporting requirements across global teams

    ◦ Facilitates knowledge sharing and maintains unified analytical standards across all team locations

    ◦ Coordinates time zone coverage and work allocation to maximize analytical productivity

Strategic Support & Customer Focus

    ◦ Directs analytical activities toward achievement of departmental and organizational customer service goals

    ◦ Ensures all analytical work supports improved customer satisfaction and drives customer loyalty initiatives

    ◦ Partners with customer service leadership to translate business needs into analytical requirements

    ◦ Maintains focus on data-driven insights that enhance the overall customer experience

Success Metrics

    ◦ Team performance and development outcomes

    ◦ Quality and timeliness of analytical deliverables

    ◦ Customer satisfaction impact from analytical insights

    ◦ Process improvement implementation success

    ◦ Cross-functional collaboration effectiveness

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

 A. Education and Experience

Education: High School Diploma or GED (accredited) and six years of relevant work experience with two of those years in a supervisory role.

Exper