Business Analyst (Call Center Optimization)
Contract Corp To Corp
Contract W2
Contract Independent
12 Months
Occasional Travel Required
Remote
Depends on Experience
Allwyn Corporation
Fitment
Dice Job Match Score™
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Job Details
Skills
- Analytical Skill
- Agile
- Analytics
- Business Cases
- Business Analysis
- Certified Business Analysis Professional
- Change Management
- Continuous Improvement
- Call Center
- Customer Relationship Management (CRM)
- Email Administration
- Lean Six Sigma
- Management
- Documentation
- Customer Service
- KPI
- PMP
- Process Improvement
- Process Analysis
- Software Design
- Stakeholder Management
- Technology Assessment
- Workflow Optimization
- Workflow Analysis
- Root Cause Analysis
- Customer Support
- Customer Experience
- Communication
Summary
Job Summary:
We are seeking a Senior Business Analyst with strong experience in call center operations, process improvement, and technology modernization. The ideal candidate will analyze current customer support workflows, identify operational inefficiencies, gather business requirements, and recommend process and technology enhancements to improve customer experience, service quality, and operational efficiency.
Key Responsibilities:
• Analyze and document current-state and future-state call center workflows and processes.
• Identify process gaps, bottlenecks, manual workarounds, and improvement opportunities.
• Conduct stakeholder interviews, workshops, and data analysis to define business problems and root causes.
• Gather and document business, functional, and reporting requirements.
• Support technology modernization initiatives involving CRM, IVR, case management, workflow automation, email management, analytics, and self-service solutions.
• Partner with operations, IT teams, vendors, and leadership to support solution design, testing, implementation, and change management.
• Develop process maps, business cases, gap analyses, and executive-level recommendations.
• Define KPIs and measure the impact of process and technology improvements.
• Support continuous improvement initiatives across customer support operations.
Required Qualifications:
• Bachelor’s degree or equivalent experience.
• 10+ years of experience in business analysis, process improvement, or operations analysis.
• Experience supporting call center, contact center, or customer service environments.
• Strong skills in workflow analysis, root cause analysis, requirements gathering, and stakeholder management.
• Experience with call center technologies such as CRM, IVR, case management, workflow automation, or contact center platforms.
• Strong analytical, communication, facilitation, and documentation skills.
Preferred Qualifications:
• Experience with Lean, Six Sigma, Kaizen, or continuous improvement methodologies.
• Experience with platforms such as Salesforce, ServiceNow, Zendesk, Genesys, Five9, NICE, Talkdesk, or similar tools.
• Exposure to AI-enabled support, automation, self-service, and digital customer experience initiatives.
• Certifications such as CBAP, CCBA, PMP, Agile/Scrum, or Lean Six Sigma are a plus.
Core Skills:
• Business process analysis
• Workflow optimization
• Customer experience improvement
• Requirements gathering and documentation
• Technology evaluation and integration
• Data analysis and reporting
• Stakeholder communication
• Change management
• Continuous improvement
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
- Dice Id: 10194781
- Position Id: 8972405
- Posted 7 hours ago
Company Info
About Allwyn Corporation
We are driven by a passion for innovation and a commitment to delivering real results for our clients. At Allwyn Corporation, we strive to be a trusted partner for businesses looking to thrive in today's fast-paced and competitive digital landscape.
Company Culture
We are committed to providing our employees with opportunities for growth and development, both personally and professionally. We offer competitive compensation packages, comprehensive benefits, and a range of perks and incentives designed to promote work-life balance and employee wellness.
If you are passionate about using technology to drive positive change in the world and are looking for a dynamic and supportive work environment, we encourage you to explore our current job openings and apply to join our team. We look forward to hearing from you!
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