Cape Town: Business Analyst (Call/Contact Centre)- (CONTRACT) posted by PM Connection

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