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The Business Analyst will play a key role in supporting contact center and customer operations initiatives. This position involves gathering and analyzing business requirements, mapping processes, and collaborating across multiple business units to deliver effective solutions. The ideal candidate will have strong analytical skills, experience with reporting and analytics, and a deep understanding of contact center workflows and technologies.
Key Responsibilities:
- Analyze and document business requirements for contact center systems and workflows.
- Develop process maps and visualizations using tools like Visio, Lucidchart, or Figma.
- Collaborate with stakeholders across business units to align priorities and deliver solutions.
- Support reporting and analytics efforts, including KPI definitions and dashboard creation.
- Ensure seamless integration between agent desktop platforms and related systems.
Required Qualifications:
- Bachelor’s degree in Business, Information Systems, Operations, or equivalent experience.
- 5+ years of experience as a Business Analyst, preferably in contact center or customer operations.
- Strong understanding of agent desktop workflows and system integrations.
- Proficiency in reporting/analytics environments and visualization tools.
- Excellent analytical, organizational, and communication skills.
- Familiarity with platforms like Salesforce Service Cloud, AWS Connect, Pega, and other CRMs.
- Experience with BI tools such as Tableau, Power BI, or Looker.
- Knowledge of Agile methodologies and user-centered design principles.
- Background in large, multi-unit organizations or shared services environments.
