Business Analyst

The ideal candidate is a team player who will be responsible for working with company data in various business areas. Specific responsibilities include reporting metrics, analyzing methodologies, suggesting operation improvements, and building proposal evaluations in a cross-functional environment.

Responsibilities

• Responsible for gathering and analyzing requirements, translating business needs into technical specifications, and ensuring that the CCaaS solution aligns with organizational goals. Map existing contact center processes, including workflows for inbound/outbound calls, chat, email, and other communication channels.
• Develop and maintain process flow diagrams, use cases, and other documentation to support process improvement initiatives.
• Identify opportunities to optimize and streamline processes using the CCaaS platform, such as automating repetitive tasks or improving self-service capabilities.
• Act as a liaison between business stakeholders and the technical team to ensure requirements are clearly understood.

Qualifications

• Bachelor's degree or equivalent experience
• Fluency in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc.)
• Strong written, verbal and collaboration skills

Other details:

• Working hour 8am to 5pm or 9am to 6pm (Monday to Friday)