Business Analyst | CRM | Customer Service | Contact Centre
Business Analyst needed on an FTC basis.
Gravitas continues their support for a leading non-for-profit organisation who sit within the facilities management space on their search for a Business Analyst. You will be a well established and experienced Business Analyst with experience of working within the Customer Service Centre / Contact Centre space.
The customer function is quite new for them meaning this is a fairly greenfield opportunity, needing to assess what their current service is offering for both internal and external customers and understand how to operate moving forwards. You will drive the agenda on understanding what the customer service centre is as a service, leading your own scope alongside the strategy. Including integration into their CRM taking into consideration Sales & Marketing and the procurement of a future Telephony system replacement.
Role: Business Analyst.
Location:Offices in Greater Manchester (Stockport) with occasional travel to London.
Salary: £60,000 - £65,000
Type: 12-Month FTC.
The essential skills needed for this position:
- Strong Business Analyst Experience within the Customer Service Centre / Contact Centre space.
- Experience and knowledge of working within Customer Service Center / Contact Centre's - Telephony, transactional activities, technologies and metrics that underpin and drive it.
- Experience with a technology stack that supports contact centre's such as: Salesforce, SAP, CAFM, Oracle or D365 CE.
- Develop as-is and to-be process maps and use industry recognised process improvement techniques, such as Six Sigma, to identify and propose opportunities for improving processes
- Strong communication skills and ability to engage with stakeholder affectively.
- Ability and exposure to working across projects, programmes, transformations as well as BAU.
Please note that unfortunately sponsorship can't be provided for this position.
Shortlisting for this position will close on Tuesday 13th August with first stage interviews taking place shortly afterwards.