Business Analyst – Contact Centres
Senior Business Analyst – Contact Centres – Process Mapping – Procurement/RFP
A global entertainment organisation is currently recruiting for a Business Analyst with experience of working on international contact centre projects.
The aim of the project is to consolidate the European contact centres of this organisation, to ultimately provide a more consistent global service to their customers.
Working in conjunction with a consultancy, the Business Analyst will be tasked with collating all information (financial, business, technical etc.) from the chosen supplier (currently in the RFP process) and work with the consultancy to update and improve process maps and blueprints.
This role is extremely delivery focussed and the successful Business Analyst will join a complex, global project.
Essential experience:
-Understanding how contact centres operate
-Strong background of business analysis and process analysis
-Experience of working on a procurement/RFP project - in the essence of supporting a tendering process and being involved in an RFP for either the customer or the provider
-Proven experience of implementing business change in a complex environment
-Experience of updating process maps both for a client and for a consultancy
-Collating information from various sources and 3rd parties
-Strong business process mapping skills and the ability to support the process
-Strong documenting skills
-Expert Microsoft Visio skills are required to document to the processes
-Working with consultancies / 3rd parties
-Exceptional communication and stakeholder management skills
-A strong commercial awareness
Preferred experience:
-European or global experience is beneficial
-Big 5 experience
-Language skills (French is ideal)
-Working on a contact centre improvement/consolidation programme
This is an initial 6-month contact with the probability of extensions beyond that.
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