We are seeking a skilled and experienced Business Analyst II to join our team, focusing on enhancing the Agent Experience through the optimization of tools used in their day-to-day operations. The ideal candidate will be responsible for in-depth analysis and definition of agent needs, as well as the design, development, and delivery of medium to very complex projects aimed at improving agent productivity and satisfaction.

Key responsibilities:
 

• Analyze and optimize the agent experience, focusing on the tools and systems used in their daily work.
  Conduct in-depth analysis and definition of agent needs for medium to very complex projects related to their workflow and tool usage.

• Design, develop, and deliver solutions that enhance agent productivity and satisfaction, including documentation and communication.

• Provide cost-effective solutions that:

  • Streamline agent workflows and processes

  • Enhance the agent experience while maintaining data integrity and compliance

  • Improve business performance through agent-centric process enhancements

• Develop new tools and processes tailored to agent needs, plan and facilitate discussions, meetings, and working sessions with agents and stakeholders.

• Demonstrate subject matter expertise in agent experience when explaining outputs to senior leaders.

• Ensure open and ongoing communication to support change management, particularly for changes affecting agent workflows.

• Liaise within the team and interface with agents, team leads, technology partners, and vendors on cross-functional implementation activities

• Lead process improvement aspects of projects or components of very complex projects

• Create and manage project or work stream tasks, deliverables, and schedules

• Oversee process and system changes for agent-focused initiatives, including:

  • Requirements definition based on agent feedback and needs analysis

  • Business case development for agent experience improvements

  • Risk assessment and mitigation for changes to agent tools and processes

  • Stakeholder update presentations on agent experience initiatives

  • User interfaces and processes design optimized for agent usability

  • Documentation of agent-facing tools and processes

  • Testing of new or updated agent tools

  • Communication on changes to agent workflows and tools

  • Cost/benefit analysis of agent experience improvements

• Maintain awareness of industry trends and technology that could enhance agent experience and efficiency if implemented.

Requirements:

• Schedule flexibility - Required

• Availability to working on site - Mandatory

Core competencies:

• Giving support

• Focusing on customers

• Embracing technology

• Managing self-development

Functional competencies:

• Experience in the telecommunications or customer service industry

• Certification in business analysis (e.g., CBAP, CCBA)

• Knowledge of Agile methodologies

• Experience with process improvement techniques (e.g., Six Sigma, Lean)

• Familiarity with automation tools and AI in customer service environments

• Experience in change management

• Advanced proficiency in data visualization tools

• Knowledge of regulatory compliance in contact center operations

Qualifications:

• 3-5 years of experience in business analysis, preferably with a focus on user experience or agent-facing tools

• Strong understanding of contact center operations and agent workflows

• Experience with CRM systems, workforce management tools, and other common agent technologies

• Proficiency in user experience (UX) design principles and practices

• Strong analytical and problem-solving skills

• Excellent communication and presentation abilities

• Proficiency in project management methodologies

• Experience with data analysis tools and techniques

• Ability to empathize with agent needs and translate them into technical requirements

• 85% English Proficiency