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Qualifications
* Bachelor’s degree in Business, Information Systems, Operations, or a related field (or equivalent experience).
* 5+ years of experience as a Business Analyst, preferably within a contact center or customer operations environment.
* Strong understanding of agent desktop workflows, system integrations, and common contact center platforms.
* Experience with reporting/analytics environments, including KPIs, dashboarding, and data definitions.
* Proficiency with process mapping, requirements documentation, and visualization tools (Visio, Lucidchart, Figma, or similar).
* Excellent analytical, organizational, and communication skills.
* Ability to work collaboratively across multiple business units and manage competing priorities.
