Job Description

This is 2 days onsite and 3 days remote. Location - Lansing, Michigan. 2 days onsite per week is must

Job Title: Business Analyst

Job Description: We are seeking a highly skilled Business Analyst with experience in contact center related business processes to join our team. The ideal candidate will play a pivotal role in optimizing contact center processes through comprehensive analysis, effective project coordination, and clear communication with stakeholders and IT team. This role requires gathering requirements, defining project goals, and implementing solutions to enhance operational efficiency and customer experience.

Key Responsibilities: • Gather, document, and analyze business requirements to support contact center operations and improvement initiatives. • Coordinate project activities across teams, ensuring alignment with objectives, timelines, and resources. • Provide data-driven insights to improve contact center processes and customer satisfaction. • Design and implement reporting tools to track and measure key performance indicators (KPIs). • Collaborate with project teams, facilitating clear and consistent communication to drive projects forward effectively.

Qualifications: • Bachelor’s degree in Business, Analytics, Computers or a related field. • 5+ years of experience as a Business Analyst, preferably in a contact center or customer service environment. • Strong project coordination and requirement-gathering skills, with an eye for detail and accuracy. • Excellent verbal and written communication skills, with the ability to work effectively with cross-functional teams. • Proficiency in data visualization and reporting tools (e.g., Excel, Tableau); knowledge of CRM or contact center technologies is a plus. This position offers an exciting opportunity to impact customer service operations through transformative initiatives in a dynamic environment.

Job Type: Contract

Pay: $50.00 - $55.00 per hour

Schedule: