Contact Centre/Call Centre Business Analyst - Contact Centre/Call Cent

CONTACT CENTRE/CALL CENTRE BUSINESS ANALYST - CONTACT CENTRE/CALL CENTRE/TELEPHONY

My client is a financial services organisation based in West Yorkshire. They currently have a requirement for a contract Business Analyst with contact centre/call centre experience for an initial 3 month contract with the possibility of an extension. The ideal Business Analyst will have extensive experience of detailed requirements gathering within the contact centre/call centre, you will need to be able to lead the business representatives to enable their requirements to be teased out so great communication skills are essential. My client is launching a new insurance product so the role will be focussed around how the product is brought to market and gathering requirements for setting up the contact/call centre once the product goes live. Any experience of gathering requirements for the setting up of a new contact centre would be extremely beneficial

Essential Skills and Experience

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Highly experienced BA, many years proven track record working across numerous businesses and industries
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Experience of working with contact centres/call centres
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Experience of working in motor insurance, primarily direct website solutions and aggregator journeys.
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Must be able to demonstrate working on projects where "the customer" is the focus of documentation
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Is familiar with "customer journey maps", aligning website journeys to customer needs
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Can produce detailed business requirements and specifications to the highest standards
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Is familiar with documentation review and sign off processes
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Business focussed, producing documentation that can be consumed by business stakeholders
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Highly IT literate, able to communicate with technical teams
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Brings a proven method for eliciting business requirements from users across the organisation at differing levels of experience.
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Experience in the setup of contact/call centres and requirement gathering for this process.

If you are interested in this opportunity then please forward a copy of your CV in the first instance.