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Direct message the job poster from Futureheads Recruitment | B Corp
Specialist Product Management Headhunter. D,E and I & LGBTQIA+ advocate “The Recruiter in the pink suit ”
Business Analyst
Required:
As close to 10th March start as possible
12-24 month Contract
Manchester – minimum 2 days per week, some weeks may vary and include up to 4 days per week based upon delivery requirements
Experience and Skills:
* Extensive Contact Centre Knowledge: Proven experience with contact centre operations and solutions, including technologies like Natural Language Call Steering, Call Recording, Work Force Management, Call Transcription, and Call Alerting. (call center modernization experience is a must)
* Business Analyst Expertise: Strong background in BA concepts, prioritization techniques, and design methodologies.
* Large-Scale Project Experience: Previous involvement in large-scale contact centre migrations (preferably in the public sector)
* Stakeholder Management: Demonstrated ability to build and maintain relationships with executive sponsors and wider business.
* Communication: Excellent communication skills at all levels, with the ability to influence, negotiate, and make effective decisions.
* Public sector experience: Working within central government either directly or through a third party consultancy.
Role Overview:
We are seeking an experienced Business Analyst to lead the product vision and strategy for our Contact Centre Modernisation Programme. This role will be crucial in driving the transition from Discovery to Alpha phase and ensuring the successful delivery of product objectives.
Key Responsibilities:
* Investigating business situations to define recommendations for improvement action.
* Roadmap Development: Help manage the product roadmap, aligning it with business objectives and customer needs.
* Stakeholder Collaboration: Work closely with business and contact centre stakeholders across all functions to achieve shared objectives.
* Change Management: Test, analyze and help create management processes for voice and contact centre solutions, from requirements gathering through to implementation.
* Vendor Selection: Help oversee the Request For Proposal (RFP) process and vendor selection for the migration to a cloud contact centre solution.
* Business Case Development: Lead the development of business cases through analytics.
This role offers an exciting opportunity to shape the future of our contact center capabilities, improving both customer and agent experiences. The successful candidate will play a pivotal role in modernizing our service delivery infrastructure and driving innovation in customer engagement.
Seniority level
Mid-Senior level
Employment type
Contract
Job function
Analyst
Industries
Public Assistance Programs
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