Contact Center Business Analyst

Position: Senior Business Analyst - Contact Center
Location: Chicago, Illinois
Duration: Contract
Job ID: 171332

This is not a Technical BA role

Job Overview:
This role focuses on enhancing the customer and employee experience through improved digital product development and strategy within Customer Contact Centers. The position involves working with cross-functional teams on high-visibility projects, serving as a thought leader for digital product experience, and developing forward-thinking functionality to promote efficiency and productivity.

Responsibilities:

• Act as a product owner for Customer Contact Center digital products and applications, maintaining documentation such as user stories, requirements, and business policies.
• Support the entire product lifecycle, including writing user stories, creating detailed business requirements, participating in agile scrum rituals, and analyzing data to align product features with objectives.
• Collaborate with cross-functional teams and stakeholders to define, document, and test real-world business use cases for features and workflows.
• Manage projects by developing project plans, monitoring performance, and effectively communicating with stakeholders.
• Ensure successful adoption of new processes and innovations by working with training and change management partners.
• Leverage customer and employee insights to make data-driven, customer-centric decisions.

Qualifications:

• Bachelor's degree in Industrial Engineering, Information Technology, or a related field.
• 3-5 years of experience in business analysis, digital product management, or related fields.
• Experience creating and writing user stories and detailed business requirements.
• Strong written and verbal communication skills.
• Proficiency in Microsoft applications, including Word, Excel, PowerPoint, Outlook, and Teams.
• Strong project management and problem-resolution skills.
• Ability to adapt to changing business environments and priorities.
• Experience with Agile/Scrum methodologies (1-2 years preferred).
• Process mapping and/or swim lane exercise experience preferred.
• Knowledge of internal business groups is a plus.

About PTR Global: PTR Global is a leading provider of information technology and workforce solutions. PTR Global has become one of the largest providers in its industry, with over 5000 professionals providing services across the U.S. and Canada. For more information visit ;br>
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• Pay any fee to be considered for, submitted to, or selected for any opportunity.
• Purchase any product, service, or gift cards from us or for us as part of an application, interview, or selection process.
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Pay Range: $55 - $60

The specific compensation for this position will be determined by several factors, including the scope, complexity, and location of the role, as well as the cost of labor in the market; the skills, education, training, credentials, and experience of the candidate; and other conditions of employment. Our full-time consultants have access to benefits, including medical, dental, vision, and 401K contributions, as well as PTO, sick leave, and other benefits mandated by applicable state or localities where you reside or work.

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