Cape Town City Centre: Business Analyst (Call/Contact Centre)- (CONTRACT)

Core Job Responsibilities Gather and Document Requirements: Interview stakeholders to understand current telephony processes, identify pain points, and define needs for new or improved systems (e.g., PBX, IVR, ACD, CRM integration). Analyze Business Processes: Evaluate existing workflows and systems to identify areas for improvement, focusing on efficiency, cost savings, and enhanced customer service through telephony solutions. Design and Propose Solutions: Formulate ways for businesses to improve their communication strategies, potentially involving new technology or system enhancements, and persuade stakeholders of the benefits. Liaison and Communication: Act as the link between technical teams (developers, network engineers) and business units, translating technical specifications into clear business language and vice versa. Reporting and Documentation: Create detailed documentation outlining proposed changes, project progress, and system specifications. Generate reports to communicate findings and data insights. Training and Support: Contribute to the development and delivery of training materials and support for employees affected by new systems and processes. Key Skills and Qualifications Business Analysis: Analytical thinking, problem-solving, data modelling, process mapping, requirements definition, and proficiency with BA methodologies (e.g., BABOK, Agile, Waterfall). Telephony/Technical: Knowledge of telephony concepts like PBX, IVR, ACD, CTI, and CRM. Experience with network protocols and security concepts middleware, D365, and databases Soft Skills: Excellent communication (verbal, written, listening), interpersonal skills, planning, organization, time management, and the ability to work with diverse stakeholders. Qualifications: A bachelor’s degree in IT, Business Information Systems, or a related field is typical. A business analysis certification (e.g., from the Chartered Institute for IT or an industry-recognized certification) is an added advantage. This role requires a blend of general business analysis acumen and specific technical knowledge of telecommunications systems to optimize how a company communicates internally and with its customers. Kindly regard your application as unsuccessful if you have not heard from the agency within 2 weeks