Our client
We are seeking an experienced Business to be part of a large Call Centre Revamp Project within our clients organization. As a Business Analyst for the Call Centre Revamp Project, you will play a critical role in the successful transition of call centre operations from one system to another. Your primary responsibility will be to analyze business requirements, identify process improvements, and ensure a seamless and efficient transition of call centre operations. You will collaborate closely with key stakeholders, including project managers, IT teams, call centre managers, and end users, to drive the revamp project's success. Great exposure to AI opportunities. 

Requirements

• Conduct a comprehensive analysis of existing call centre processes, systems, and technologies to identify areas for improvement and optimization.
• Collaborate with project stakeholders to gather and document business requirements for the call centre revamp project.
• Develop detailed functional specifications, process flows, and system requirements for the enhanced call centre operations.
• Identify key performance indicators (KPIs) and metrics to measure the effectiveness and efficiency of call centre operations post-revamp.
• Work closely with IT teams to implement changes to call centre systems, technologies, and tools to support the revamp objectives.
• Facilitate meetings, workshops, and interviews with stakeholders to gather information, validate requirements, and drive consensus.
• Data analysis to identify trends, patterns, and insights to inform decision-making and process improvements.
• Collaborate with training teams to develop training materials and documentation for call centre staff on the revamped processes and systems.
• Support change management efforts by assisting in the development and execution of communication plans, training programs, and user adoption strategies.
• Monitor and track project progress, identify risks and issues, and propose mitigation strategies to ensure project milestones are met.
• Provide regular updates and reports to project managers and stakeholders on the status of the call centre revamp project.
  
  Qualifications:
• Bachelor's degree in Business Administration, Information Systems, or a related field.
• Proven experience as a Business Analyst, preferably in call centre operations or process improvement projects.
• Strong analytical and problem-solving skills, with the ability to translate business requirements into actionable deliverables.
• In-depth knowledge of call centre operations, including call handling, customer service, agent performance measurement, and industry best practices.
• Familiarity with call centre technologies and systems, such as CRM platforms, telephony systems such as Avaya, and workforce management tools.
• Proficiency in business process analysis, data analysis, and requirements gathering techniques.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders at all levels of the organization.
• Strong organizational skills and attention to detail, with the ability to manage multiple priorities and meet deadlines.
• Experience with project management methodologies and tools is a plus.
• Certification in Business Analysis (e.g., CBAP, CCBA) is desirable but not required.

To Apply

If you are interested in this opportunity, please share your updated resume by clicking on the ‘Quick Apply’ button with your current and expected salary.

For more information about us, please visit our website at http://www.techforcegroup.com 

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