Business Analyst (Contact Center, Workforce Management)

BUSINESS ANALYST (CONTACT CENTER, WORKFORCE MANAGEMENT)

A Business Analyst (Contact Center, Workforce Management) is urgently required for an ASAP start with a market leading client in Groningen, Netherlands.

The client is revamping its Contact Center solution from a traditional Legacy solution to a fully cloud-based solution. In order to achieve this the client has created multiple teams, one of which is the Utilities team, with which the Business Analyst (Contact Center, Workforce Management) will work. The Utilities team will be mainly responsible for selecting, implementing and integrating several off-the-shelf applications that will be supporting the Contact Center solution.

The Business Analyst (Contact Center, Workforce Management) will be comfortable overseeing large projects with multiple stakeholders and will be an expert with requirement gathering and leading the product selection process.

The Business Analyst (Contact Center, Workforce Management) will IDEALLY HAVE 65%+ of the following skills and experience:

- Recording solution for voice/video/chat (on-premise)
- Workforce management
- Speech recognition
- Automated dialler
- Requirements gathering
- Vendor management
- Solution exploration
- Project Management
- Ensuring client specific security requirements are met
- Fast learner, able to adapt to a changing environment.
- Ambitious and proactive
- Excellent communicator and team player with responsible attitude
- Comfortable working to tight deadlines
- Agile/SCRUM approach

The Business Analyst (Contact Center, Workforce Management) will be responsible for product selection of several off-the-shelf solutions. In order to do so the Business Analyst (Contact Center, Workforce Management) will gather requirements from all stakeholders involved and come to a concrete conclusion that will satisfy all the requirements. The project takes place in highly international setting so speaking multiple languages is definitely a bonus; speaking English fluently is an absolute must. The Business Analyst (Contact Center, Workforce Management) will be working together with a number of Engineers who will be supporting him or her during the product selection and likewise, will need to support them during the implementation and integration phase.

This is an urgent requirement and interviews will be scheduled for next week!