Contact Centre Operations Business Analyst x 2

£43280 per annum, Benefits: Big Pension & Full Benefits
Essex
Essex
Permanent
Operations
BH-3580
CCP has passionately supported candidates with ‘customer contact’ job opportunities since 2010. We focus on partnering with our fantastic clients, immersing ourselves in their brand when they’re looking for talented, culturally aligned people to join their business.

We are pleased to once again support our brilliant Essex-based client as they look to recruit 2 Contact Centre Business Analysts to help shape; through transformation and change, the customer contact offering.

This is a hybrid role which will require you to be on-site in Harlow, 3 days a week with the other 2 days available for you to work from home.

You will form part of a solid team made up of back-off contact centre specialists, systems and operational analysts, IT and senior internal and external stakeholders with whom you will engage and work closely with on a daily basis.

My client has a number of exciting and innovative projects underway and these include (but not limited to):
  • CRM system upgrade
  • Digitisation of applications via app
  • Introduction of real-time customer feedback
  • Introduction of voice analytics
  • Customer contact streamlining via multi-channels
To be considered for this role, you MUST:
  • Have previous business analysis experience gained within a contact centre setting
  • Understand CRM systems; preferably MS Dynamics 365 as a user and ideally as someone who's been part of a system upgrade
  • Be tech savvy and have a good knowledge of workforce management and telephony platforms and understand how these impact the customer journey and experience
  • Be process minded with an ability to identify trends and remodel processes where required
  • Contribute to contact centre change and transformation activity

Please ONLY apply for this role if you have the above mentioned experience.

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