Business Analyst - Contact Centre

SUMMARY:
NB: Understand contact centre operations and support functions (and regulations within environments)

POSITION INFO:

You will be responsible for ensuring that efficient and cost-effective business solutions and processes are in place to address business needs/requirements.

NB: Understand contact centre operations and support functions (and regulations within environments).

Strong technical understanding of a contact centre landscape and it''s supporting technologies, including: - Interaction Management - Call flows (IVR''s, call recordings, routing, etc.) - Channels (Telephony, email, chat, Whatsapp, social, USSD,etc.) - Knowledge Management - Assisted and self-service, etc

Job Objectives

• To understand the current business environment: 
• Analyse and understand the current business environment 
• Analyse and understand the current business strategies 
• Understand the current trends and developments in the industry  
• To identify and understand business requirements: 
• Work with user departments in the identification and documentation of user requirements 
• Assess and document the business implication of user requirements to the business process involved 
• Propose and document process improvements where appropriate 
• Define business rules and guide the implementation of these rules in the development of the various application systems  
• To determine a suitable solution to business needs/requirements: 
• Works closely with System Analysts and Project Managers to design and implement solutions 
• Provide input on alternatives presented by the technical designers and answer detailed questions regarding the business design 
• Engage the most appropriate business representatives to obtain input and agreement on alternatives that are presented  
• To deliver the required solution: 
• Research, document and prepare business cases on appropriate technologies, which will align with the business strategies of the organisation
• Define scope of solution and ensure understanding of scope by business user 
• Review technical solutions and business processes against business requirement specification 
• Assist in the identification of data conversion and reporting requirements 
• Facilitate and co-ordinate User Acceptance Testing 
• Understand, document and escalate project risks 
• Liaise with other project areas to co-ordinate interdependencies and resolve issues  
• To train business users: 
• Render support and facilitate sessions for end-users, including training where applicable  
• To continuously support the business environment: 
• Maintain an understanding of enterprise business initiatives and objectives, the various line portfolios, and current trends and developments in the technology field 
• Assist Senior Business Analyst to monitor portfolio activities

Experience      

• 3-5 years solid Business analysis experience in a customer services environment (supporting contact centres; understand contact centre operations incl. interaction flows, QA, WFM, metrics, etc).  
• 2-3 years Retail industry desirable 
• NB: Understand contact centre operations and support functions (and regulations within environments). Strong technical understanding of a contact centre landscape and it''s supporting technologies, including: - Interaction Management - Call flows (IVR''s, call recordings, routing, etc.) - Channels (Telephony, email, chat, Whatsapp, social, USSD,etc.) - Knowledge Management - Assisted and self-service, etc

Knowledge and Skills  

• Formal training in business analysis and design methodologies 
• Experience in participating in projects relating to Customer Contact Centre 
• Solid track record in successful delivery in the BA environment 
• Experience in a global business environment is preferred 
• Business understanding of the broader retail industry will be advantageous

NB! This job is now closed. You can apply for other jobs by uploading your CV.