Contact Centre Business Analyst - Glasgow, United Kingdom - EPLACEMENT LIMITED

EPLACEMENT LIMITED
EPLACEMENT LIMITED
Verified Company
Glasgow, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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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.


_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 signoffs.

_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.
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