Business Analyst

✅ Required Skills:
🔹 Knowledge of contact center technologies such as IVR, ACD, workforce management (WFM), and omni-channel platforms.
🔹 Project management experience or certification (e.g., PMP, Agile) is an advantage.
🔹 Experience working with customer experience or quality assurance teams.

✅ Qualifications:
🔹 Bachelor’s degree in Business Administration, Information Technology, or a related field.
🔹 3-5 years of experience as a business analyst, preferably in a contact center or customer service environment.
🔹 Strong analytical skills with the ability to collect, analyze, and interpret complex data.
🔹 Familiarity with contact center operations, call flow designing and visio charts,performance metrics, and KPIs.
🔹 Proficiency in data analysis tools (e.g., Excel, Power BI, Tableau) and CRM or contact center software