Business Analyst in IRELAND

Job Title: Business Analyst (Contact Centre Transformation)

Location: Fully Remote (Client based in Dublin, Ireland)

Contract Duration: 6 Months (with potential for extension)

Sector: Financial Services

Job Description:

Our client, a leading player in the Financial Services industry, is seeking a skilled and experienced Business Analyst to join their team for a 6-month contract. This is an exciting opportunity to be part of a Contact Centre Transformation project, driving improvements and optimizing customer experience.

As a Business Analyst, you will play a crucial role in gathering and analyzing business requirements, defining business solutions, and ensuring the seamless implementation of changes in the contact centre operations. Your expertise in dialer systems and contact centre processes will be vital in helping the client achieve their project objectives.

Key Responsibilities:

• Engage with stakeholders to gather, document, and validate business requirements for the contact centre transformation project.
• Analyze business needs and provide actionable insights to improve contact centre efficiency, customer experience, and operational performance.
• Collaborate with technical teams to ensure that business requirements are translated into system specifications and solutions.
• Work closely with project managers to monitor project progress and ensure that deliverables are met within timelines.
• Conduct process mapping and provide recommendations for optimizing contact centre operations, including workflows, systems, and technologies.
• Analyze dialer performance and provide recommendations for optimization.
• Support testing efforts, including test case creation, execution, and defect management.
• Provide ongoing support for post-implementation activities, ensuring the smooth transition to new systems and processes.

Key Requirements:

• Proven experience as a Business Analyst with a focus on Contact Centre Transformation projects.
• Strong experience with dialer systems and other contact centre technologies.
• Experience working in the Financial Services industry is preferred.
• Excellent communication skills, with the ability to engage and collaborate with stakeholders at all levels.
• Strong analytical and problem-solving skills with a keen attention to detail.
• Ability to work independently in a fully remote environment, managing your own time effectively.
• Knowledge of process mapping, requirements gathering, and business analysis methodologies.
• Experience in the development and delivery of project documentation (e.g., business requirements, user stories, test plans).
• Strong understanding of contact centre operations, including customer service, call routing, and performance metrics.

Desirable Skills:

• Experience with contact centre dialer software such as Genesys, Avaya, or similar platforms.
• Familiarity with Agile methodologies and tools (e.g., JIRA, Confluence).
• A background in change management and process improvement methodologies (e.g., Lean, Six Sigma).