Description
Contract Opportunity- Our client, an organisation within the healthcare regulatory sector, based in Central London, is recruiting for two business analysts to join their Contact Centre work stream.
The role:
- The organisation is planning the upgrade of their Contact Centre and will require Business Analysts with good proven experience in CC deployment.
- You must show contact centre experience on your CV and ideally background experience working for UK regulators.
Responsibilities:
- Produce in-depth analysis in order to drive efficiencies and performance
- Provide support to design the To-Be operating model for multi-channel contact centre people and processes.
- This will include analysis of the current As-Is state and gap analysis with To-Be model.
- Act as main point of contact
- Provide support to the organisation to ensure the successful delivery of projects, and the introduction of new services and products into the contact centre.
- Monitor service delivery and suggest improvement initiatives on an on-going basis
- Building strong relationships with suppliers, internal and external stakeholders and third parties
Experience & Skills required:
- Demonstrable experience of working in contact centres on transformation programmes.
- Conducting business requirements gathering using techniques such as process mapping, As-Is and To-Be processes, workshops, customer experience journey mapping, workshops and data interrogation.
- Soft skills required include: analytical, inquisitive and interested in the programme.
- Able to manage workshops and people across the business to get good quality input and sign off on time.
- Able to work within the team at a fast pace to specified timelines.
The reward:
- The initial contract is for 3 months with further extensions expected.
- A daily rate of £400-£425 per day
- You must be available immediately.
For more information please apply now!