FILLED Business Analyst - Contact Centre (ref DM4302)
Business Analyst, Financial Services
Multi Channel Contact Centre Project
Interim, 6 months,
Canary Wharf,
up to £400 per day,
Immediate start
Deadline: 5pm 27th November
Role Summary
Our sister company, B2E Consulting, immediately requires
an interim business analyst with experience of Multi-Channel Contact Centre
process design and implementation to work with a Financial Services client on
the definition and design of a new Contact Centre.
Details
The Business analyst will work with the existing Business
Analysis team to:
* Help inform what good looks like in terms of Contact
Centre process implementations
* Document requirements
* Ensure smooth transfer of contact centres to the
optimized model
* Provide QA activity to the requirements gathering work
going forward
The above will be supported by performing:
* An assessment of the Consumer Contact Centre strategy
* Identifying and defining contact management functionality to improve customer satisfaction
within the contact centre
* Identifying solutions to improve quality and performance of the
contact centre
* Business process optimisation of contact centre processes
* Assessment and definition of structured and actionable insight from the contact centre
Key skills and Requirements
Mandatory
* Strong experience of Build and Process Design in
Contact Centres handling complex queries through multiple Contact Channels (ie
chat, phone and social media integration)
* Strong Business Analysis Skills around Requirements
Gathering, Solution Design and Process
Optimisation
* Demonstrable experience of Best Practice Designs in
Multi Channel Contact Centres
* Financial Services Experience