The Senior Business Analyst serves as a liaison among our Call Center/Contact Center, the business and IT users, project managers, and subject matter experts to interpret, analyze and document user requirements and make recommendations pertaining to system design processes. This role works with end users and technical staff to translate business requirements into functional specifications to clarify project scope and final deliverables. The Sr. BA validates all business requirements and use cases to ensure they meet business requirements before implementation. The Sr. BA leads in developing sound business analysis tools, methodology frameworks, best practice processes and templates for Customer Care. This role may also serve as a project lead for assigned projects and business process improvement initiatives.
This team member should have experience working in a Call Center/Contact Center, very strong written and oral communication skills with the ability to understand the “ask”, needs, and requirements and be able to propose effective solutions. Additionally, they must have the ability to learn quickly and be comfortable with getting into the details. This position requires a person with the flexibility to move between routine operational, project, and end-user tasks quickly and seamlessly. Successful candidate will be able to effectively manage projects with demonstrated collaboration and teamwork with internal and external stakeholders and vendors.