Senior Business Analyst -- Call Centre & IVR

Position: Business Analyst – Call Centre Optimization & Technology Modernization Location: Remote Duration: Long Term Job Description: Job Summary: We are seeking a Business Analyst with strong experience in call centre operations, process improvement, and technology modernization. The ideal candidate will analyze current customer support workflows, identify operational inefficiencies, gather business requirements, and recommend process and technology enhancements to improve customer experience, service quality, and operational efficiency. Key Responsibilities:

• Analyze and document current-state and future-state call centre workflows and processes.
• Identify process gaps, bottlenecks, manual workarounds, and improvement opportunities.
• Conduct stakeholder interviews, workshops, and data analysis to define business problems and root causes.
• Gather and document business, functional, and reporting requirements.
• Support technology modernization initiatives involving CRM, IVR, case management, workflow automation, email management, analytics, and self-service solutions.
• Partner with operations, IT teams, vendors, and leadership to support solution design, testing, implementation, and change management.
• Develop process maps, business cases, gap analyses, and executive-level recommendations.
• Define KPIs and measure the impact of process and technology improvements.
• Support continuous improvement initiatives across customer support operations.

Required Qualifications:

• Bachelor’s degree or equivalent experience.
• 5+ years of experience in business analysis, process improvement, or operations analysis.
• Experience supporting call center, contact center, or customer service environments.
• Strong skills in workflow analysis, root cause analysis, requirements gathering, and stakeholder management.
• Experience with call center technologies such as CRM, IVR, case management, workflow automation, or contact center platforms.
• Strong analytical, communication, facilitation, and documentation skills.

Preferred Qualifications:

• Experience with Lean, Six Sigma, Kaizen, or continuous improvement methodologies.
• Experience with platforms such as Salesforce, ServiceNow, Zendesk, Genesys, Five9, NICE, Talkdesk, or similar tools.
• Exposure to AI-enabled support, automation, self-service, and digital customer experience initiatives.
• Certifications such as CBAP, CCBA, PMP, Agile/Scrum, or Lean Six Sigma are a plus.

Core Skills:

• Business process analysis
• Workflow optimization
• Customer experience improvement
• Requirements gathering and documentation
• Technology evaluation and integration
• Data analysis and reporting
• Stakeholder communication
• Change management
• Continuous improvement

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