A leading Contact Centre Solutions & Technology Provider serving numerous contact centres and agents, require a proactive individual with a strong analytical mindset and excellent communication skills. The successful candidate will be responsible for analyzing business processes, identifying areas for improvement, and collaborating with stakeholders to implement effective solutions. Conduct thorough analysis of existing business processes and systems to identify inefficiencies, bottlenecks, and areas for improvement. Collaborate with stakeholders, including business leaders, project managers, and IT teams, to gather and document business requirements. Develop comprehensive business requirements documents (BRDs), functional specifications, and user stories to clearly articulate project objectives and scope. Work closely with development teams to translate business requirements into technical specifications and ensure alignment with project goals. Facilitate workshops, meetings, and interviews with stakeholders to elicit feedback, validate requirements, and drive consensus on project deliverables. Perform gap analysis to identify discrepancies between current and desired state processes, and propose feasible solutions to bridge the gap. Analyze data and generate reports to support decision-making processes and measure the effectiveness of implemented solutions. Provide ongoing support and guidance to project teams throughout the software development lifecycle, including requirements clarification, testing, and deployment. Assist in the evaluation and selection of technology solutions, vendors, and third-party providers to meet business needs and objectives. Stay up-to-date with industry trends, best practices, and emerging technologies related to contact centre solutions and enterprise software development. Act as a liaison between business stakeholders and technical teams, ensuring clear communication and alignment of priorities. Contribute to process improvement initiatives and participate in continuous improvement efforts to enhance efficiency and effectiveness within the organization. 3 - 5 years experience Bachelor's degree in Business Administration, Management Information Systems, or related field. Proven experience as a Business Analyst in an enterprise environment, preferably within the contact centre industry. Strong understanding of business processes and requirements gathering techniques. Proficiency in analyzing data, creating reports, and presenting findings to stakeholders. Excellent communication skills, with the ability to articulate complex concepts to both technical and non-technical audiences. Experience with Agile methodologies and project management tools. Ability to work collaboratively in cross-functional teams and manage multiple projects simultaneously. Attention to detail and a proactive approach to problem-solving. Familiarity with contact centre technologies and solutions is advantageous. Apply Now

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Business Analyst City of Johannesburg Metropolitan Municipality - South Africa

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