Call Centre Business Analyst
My client has a very exciting opportunity for an experienced Contact Centre Business Analyst to work in a fast paced and fulfilling environment. This East London local authority is renowned for providing excellent quality of work and customer service to all housing residents.
Job Purpose:
• To provide resource management, performance reporting and business analysis to the Customer Access and Facilities service.
• To lead on business process review and implement change to continually improve the customer experience (new and existing processes).
• To Project Manage the implementation of new services ensuring delivery within the required timescales and tolerances set
Key Accountabilities:
• To lead on and deliver service reviews for and with residents that improve customer service and value for money, and build the capacity of the organisation to undertake continuous improvement
• To ensure that all reviews are carried out in line with THH methodologies to defined scopes and outcomes
• Produces appropriate documentation to manage and deliver service reviews, including Business Cases, Project Initiation Documents, Highlight Reports, Testing Strategies, Project Closure and Lessons Learned Reports ensuring appropriate sign-off is obtained at each stage.
• Undertakes post-project benefit reviews with key stakeholders to ensure project benefits have been realised
• Works closely with Heads of Service, managers and team leaders managers across THH to develop and undertake a rolling programme of service reviews
• Provide progress reports to the Head of Customer Access in their role as custodian of customer outcomes
• Performs baseline and gap analysis of processes to identify service improvements from the perspective of the customer to improve efficiency, adaptability , and effectiveness
Essential Criteria:
• Contact Centre 7 (CC7)
• CIVICA/Comino – Contact Manager
• Working in a call centre environment
• System thinking – LEAN, Slgma etc
• Process re-engineering
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