Business Analyst (Telephony / Contact centre)
Posted 4 days ago by Totaljobs
£440 Per day
Outside
Hybrid
London; City of London; East London; Central London; South East London; West London; Canary Wharf; South West London; North London; Greenwich; Stratford
Summary: Experienced Business Analyst with a focus on telephony systems is needed for a public sector project in London. The role involves enhancing customer service operations through improvements to the corporate telephony platform, including call routing and IVR enhancements. The ideal candidate will also engage with residents to gather insights on their needs and analyze call data for better service delivery.
Key Responsibilities:
- Support ongoing work with customer services teams on telephony platform improvements.
- Scope opportunities for call routing and IVR enhancements.
- Analyze call data to identify areas for improvement in customer contact experience.
- Engage with residents to understand their demands and requirements.
- Manage benefits associated with the telephony improvements.
Key Skills:
- Experience as a Business Analyst in a contact center environment.
- Knowledge of telephony systems and customer service operations.
- Ability to analyze call data effectively.
- Strong communication skills for resident engagement.
- Experience with benefits management related to project work.
Salary (Rate): £440 per day
City: London
Country: United Kingdom
Working Arrangements: hybrid
IR35 Status: outside IR35
Seniority Level: Mid-Level
Industry: Other
Experienced Contact centre Telephony BA required for an immediate start!
6 months initially
Outside IR35
London Based (Hybrid)
Public Sector
My client are looking to bringing in a new business analyst to support ongoing work with customer services teams on improvements to their corporate telephony platform.
This would involve scoping oppurtunities for call routing/IVR improvements as well as looking at additional capability within the platform for more general improvements to the customer contact experience.
My client would also be looking for someone who is savvy with benefits management associated with the work and analysing call data through the system.
Someone comfortable with resident engagement activity too with callers, to better understand demand and requirements from a resident perspective too a bonus.
If this is of interest, please send over your CV to