Business Analyst (Contact Centre) Glasgow, Scotland
Job description
We have an exciting opportunity for a Business Analyst with Contact Centre and Digital Channel Management experience to join our clients team to support delivering amazing outcomes for customers.
As a Business Analyst within Contact Centre, you'll be working day to day with a Product Owner, Technical Analyst, Engineering Team and Digital Ops Agents to drive an Omni-Channel service model transformation. You’ll be working on the following topics: Virtual Assistant, Live chat, Email & Case Management.
Your Experience
- +5 Years working as a Business Analyst; practising agile techniques such as Behaviour Driven Development, Story Mapping, Product backlog refinement, Hosting planning workshops
- Experience developing a virtual assistant or chatbot in a Retail context
- Experience working on Salesforce Service Cloud or Dynamics CRM in a Case Management context
- Experience working with Omni-Channel contact centre platforms
- Experience working in Regulated industry
What you’ll be doing:
- Work with key stakeholders across the organisation to understand requirements, analyse the as is, define and support the deployment of the to be.
- Accurately and efficiently document business requirements and user stories; working with technical colleagues to flesh out solution details.
- Take ownership and responsibility to see problems through to conclusion.
- Ensure programme progress, risks and issues are reported, documented, and escalated as required through appropriate governance channels.
- Draft reports and presentations for both updates and sign-offs.
What we expect from you
- Exceptional networking and senior stakeholder management skills. Comfortable to challenge senior stakeholders across multiple functions.
- Able to adapt and reprioritise quickly to ensure that any emerging risks are appropriately managed.
- Continuous improvement mindset, able to maintain up to date understanding of industry best practices.
- Able to work with a high degree of independence and exercise good judgement.
- Excellent analytical and communication skills, both verbal and written.
Job Types: Full-time, Fixed term contract
Contract length: 12 months
Salary: £60,000.00-£70,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Employee discount
- Flexitime
- Free parking
- On-site parking
- Sick pay
- Work from home
Schedule:
- Flexitime
- Monday to Friday
- No weekends
Supplemental pay types:
- Bonus scheme
Ability to commute/relocate:
- Glasgow: reliably commute or plan to relocate before starting work (required)
Work Location: Hybrid remote in Glasgow
