Contact Center Business Analyst III

Non-negotiable:
Someone who has been involved in the continuous improvement of contact centers, including:

  • Understanding of end-to-end contact center operations and best practices
  • Understanding of contact center architecture and how different solutions interact with each other to support business processes.
  • Ability to quickly identify value-added opportunities across the contact center landscape
  • Designing solutions to add the necessary value
  • Strong technical knowledge of contact center technologies
  • Lean Six Sigma experience

Purpose of the position:
This role is instrumental in the business and delivery teams to ensure that solutions are delivered in line with business requirements considering costs, users and benefits to the organization. The nature of projects in this role is typically multi-domain, high-level and complex in nature requiring insights and recommendations from business, process and technology experts. Seeking an experienced BA who has been involved in the continuous improvement of contact centers.

Qualifications:

  • Relevant degree with 5-8 years of related experience.
  • Advanced BA, CBAP, AAC or similar certification
  • Animation or framing diploma (desirable)

Job objectives:

  • Research and analysis of information
  • Leadership, facilitation and influence
  • Communication, building and maintaining relationships
  • Organization, multitasking and time management
  • knowledge and application
  • Company and team values

Experience:

  • Experience working in all aspects of the Software Development Life Cycle (SDLC).
  • Experience in business process management
  • Qualification/experience in facilitation or coaching
  • Business understanding of the broader retail industry
  • The Aris experience

NB:

  • Someone who has been involved in the continuous improvement of contact centers, including:
  • Understanding of end-to-end contact center operations and best practices
  • Understanding of contact center architecture and how different solutions interact with each other to support business processes.
  • Ability to quickly identify value-added opportunities across the contact center landscape
  • Designing solutions to add the necessary value
  • Strong technical knowledge of contact center technologies
  • Lean Six Sigma experience

Knowledge and skills:

  • Excellent communication, both written and oral
  • Excellent relationship management and collaboration skills
  • Good planning and time management skills
  • Willingness to mentor and mentor junior team members
  • Good business and computer acumen
  • Autonomous, with a positive attitude
  • Customer-centric
  • Analytical thinking
  • Decision making
  • Results oriented

Find out more/Apply to this position