FILLED Contact Centre BA (with opportunity to go permanent) (ref DM4246)

Contact Centre BA,

Interim (with opportunity to go permanent),
Watford based,
Up to £500,
immediate Start

Deadline:  Tuesday 19th March 10am

Role Summary

Our client is a Retail business embarking on a Programme to centralize its Debt Collections teams around a new Call Centre This involves changes to its IT Systems and Telephony as well as new ways of working in the organization. This is an important initiative for the business in interacting with its clients

They are looking for a Business Analyst to provide high quality business process analysis in support of this Programme.

The Business Analyst is responsible for ensuring that the business and process requirements for the project are fully investigated and documented using structured methodologies.

Experience in analysis around Debt Collections or Contact Centres would be a big advantage.

This role is Interim with an opportunity to go Permanent

Details

The activities to be undertaken by the Business Analyst include:

* Identifying efficiencies and enhancements to the customer experience.
* Analysing and producing comprehensive and accurate business process requirements
* Performing gap analysis to proposed solutions
* Acting as the liaison between project teams, business users and stakeholders
* Making decisions regarding matters of functionality or scope,
* Ensuring that any solutions are specified in-line with business expectations

Key skills and Requirements

Mandatory

* Significant experience in Business Process Analysis and Process mapping (physical, system, transactional)
* Experience of Strategic/Tactical Change gained in a retail environment
* Experience of Contact Centres (ideally debt collection)

Desirable

* Experience of six sigma or equivalent lean methodologies.