| In Person Interview - BA With Contact Center Exp - Aurora,IL-Hybrid at Aurora, Illinois, USA |
| Email: [email protected] |
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http://bit.ly/4ey8w48 https://jobs.nvoids.com/job_details.jsp?id=3085593&uid=3d580503663d4fdba45826de4e87a86d HI , Greetings for the day! We have Urgent Opening for BA with Contact Center Exp with one of our clients, Please go through the details below and respond with your resume. Job Title: BA with Contact Center exp Location : Aurora,IL + Onsite interview + hybrid 3x a week Duration : 6 Month contract with Possible Contract-to-Hire The Senior Business Systems & Operations Analyst supports the Customer Success organization by improving the systems, data, and operational insights that drive a B2B/B2C contact center environment. This role focuses on reporting, analytics, workforce planning, and system optimization to improve customer accessibility, service levels, and agent productivity. Working closely with Customer Success leadership, IT, and external partners, this position ensures Salesforce and contact-center platforms work cohesively, operational data is accurate and visible, and system-driven improvements are implemented effectively. The role exists to elevate the customer experience through better reporting, stronger visibility, and data-driven operational decisions. Key Responsibilities Serve as the business owner for contact-center systems and operational reporting, ensuring platforms support day-to-day management and long-term performance goals. Leverage WebEx Contact Center dashboards and reporting to provide visibility into call volume, agent performance, SLAs, and customer access trends. Analyze workflows, data flows, and system configurations to identify gaps, inefficiencies, and reporting blind spots; drive system-enabled process improvements. Partner with IT to support and enhance integrations between contact-center platforms and Salesforce Service Cloud, improving case management, routing outcomes, and data consistency. Develop and maintain workforce planning and forecasting models using call, email, EDI, and digital interaction data to support staffing and capacity decisions. Build and maintain operational dashboards and recurring reports for leadership and frontline managers, supporting daily operations, trend analysis, and performance management. Translate business and reporting requirements into functional specifications; participate in testing, validation, and deployment of system enhancements. Support implementation of new reporting capabilities, tools, and system enhancements, including documentation, training support, and change-management communication. Act as a trusted analytical partner to Customer Success leadership, providing insights that drive operational efficiency and improved customer outcomes. Qualifications: 7+ years of experience supporting a B2B/B2C contact center or customer operations environment. 3+ years in a Business Systems Analyst, Operations Analyst, or similar role with a strong emphasis on reporting and analytics. Experience using WebEx Contact Center (or similar analytics and reporting tools) for dashboards, reporting, and operational insights. Hands-on experience working with contact-center platforms from a business and operational perspective (Cisco/WebEx, NICE, Genesys, or similar). Experience supporting or integrating CRM platforms, preferably Salesforce Service Cloud. Strong background in workforce planning, forecasting, and performance analytics. Advanced Excel skills and experience building dashboards and operational reports. Experience with Calabrio WFM/WFO, SAP, and familiarity with CTI/ACD concepts. Proven ability to identify system gaps and drive improvements through data, reporting, and process optimization. Thanks & Regards Manohar Reddy Direct: (703) 884-0897Email: [email protected] -- Keywords: business analyst information technology golang Illinois In Person Interview - BA With Contact Center Exp - Aurora,IL-Hybrid [email protected] http://bit.ly/4ey8w48 https://jobs.nvoids.com/job_details.jsp?id=3085593&uid=3d580503663d4fdba45826de4e87a86d |
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| 11:48 PM 27-Jan-26 |