Contact Center Business Analyst

CLIENT HIGHLIGHT

The client you will be working for is a Top 20 Fortune Global 500 Consumer Electronics and Technology Company. This opportunity will give you experience in the technology sector in the United States with a company that is a globally recognized leader in smartphones, televisions, home appliances, and semiconductor innovation — and one of the most well-known brands in the world.

LOCATION

Plano, TX, USA.

COMPENSATION

USD 33.75/hr.

SCHEDULE

Working Model: Fully onsite.

CONTRACT TERM

1-year contract with a very high likelihood of extension/conversion to full-time.

POSITION OVERVIEW

This role leads the business requirements and process mapping effort to consolidate more than 40 specialized customer support groups down to fewer than 10. The role documents current-state workflows, designs future-state workflows that let Tier 1 and Tier 2 agents absorb specialized functions, and translates specialist knowledge into requirements for engineering, CRM, knowledge management, and automation teams.

It also tracks contact center performance and customer experience metrics through each consolidation wave, optimizes agent capacity with Workforce Management, and delivers dashboards and insights to leadership.

RESPONSIBILITIES* Lead discovery across 40+ specialized groups; document as-is workflows, decision logic, tools, and escalation paths

• Assess groups on volume, complexity, risk/compliance, tooling, and certifications to build a consolidation roadmap
• Design to-be workflows (decision trees, guided workflows, knowledge articles, skills-based routing) for Tier 1/Tier 2 agents
• Write requirements, user stories, and acceptance criteria for engineering, CRM, knowledge management, and automation teams
• Identify automation, self-service, bots, and routing needed to close the Tier 1/Tier 2 capability gap
• Validate and pilot workflows with group leads, Tier 1/Tier 2 leads, QA, and training before a group is retired or absorbed
• Run SME sessions to capture tacit knowledge; keep a master repository (workflow diagrams, RACI, gap analyses, traceability)
• Present the business case, risk assessment, and change-impact analysis for each consolidation wave
• Track AHT, abandonment, SLAs, occupancy, concurrency, CSAT, CES, FCR, and VES before, during, and after each wave
• Model staffing and skilling impacts with Workforce Management; recommend fixes for bottlenecks and repeat contacts
• Build dashboards in Tableau or Power BI; run root-cause analysis on service issues; present in monthly and quarterly reviews

REQUIRED QUALIFICATIONS* Bachelor's degree in Business Administration, Data Analytics, Industrial Engineering, Information Systems, or related field (or equivalent experience)

• 3-5+ years as a Business, Process, or Operations Analyst, including process consolidation, org redesign, or operating model transformation
• Customer support or contact center experience, including specialized/escalated functions (billing, fraud, legal/compliance, executive relations)
• Contact center platforms (e.g., Genesys, NICE inContact, Cisco, Amazon Connect, Zendesk, Salesforce Service Cloud)
• Process mapping tools (Lucidchart, Visio, Miro); as-is/to-be and gap analysis; user stories and acceptance criteria
• SQL, advanced Excel/Google Sheets, and BI dashboards (Tableau, Power BI, Looker)
• Strong written and verbal communication, including with senior leadership

PREFERRED QUALIFICATIONS* Shared-services transitions or Tier 1/Tier 2 capability build-out

• Skills-based routing, knowledge management, or guided-workflow tools
• Change management and workforce transition plans
• COPC standards or Six Sigma/Lean Green Belt
• Consumer electronics, technology, telecom, or e-commerce contact centers

TOP SKILLS

Business Analysis, Process Improvement, Financial Analysis