Business Analyst - Call Center

Wipro • Toronto, Ontario, Canada • 9h ago

Job Summary : We are seeking a skilled and detail-oriented Business Analyst to join our team. The ideal candidate will be responsible for analyzing business processes, identifying areas for improvement, and developing strategies to enhance efficiency and productivity. The ideal candidate will possess strong analytical skills, excellent communication abilities, and a deep understanding of business operations and IT systems.

Key Responsibilities

Collaborate with stakeholders to understand their needs and gather detailed business requirements.
Analyze data to identify trends, patterns, and insights that inform business decisions.
Develop and document business process models to illustrate current and future states.
Propose and design technical and process solutions that meet business needs and objectives.
Work with IT and other departments to implement solutions and ensure they align with business goals.
Communicate findings, recommendations, and project updates to stakeholders and executives.
Create detailed documentation of business requirements, processes, and solutions.
Participate in testing and validating new systems and processes to meet business requirements.
Identify opportunities for process improvements and contribute to ongoing optimization efforts.
Proven Experience: Minimum of 7-10 years of experience as a Business Analyst, with Call Center, Customer Experience, User Experience, UI Design, Business Rules Analysis
Strong analytical and problem-solving skills.
Proficiency in analyze complex data sets, identify patterns, and derive meaningful insights to support decision-making and problem-solving.
Excellent verbal and written communication skills to effectively interact with stakeholders, convey technical information clearly and create comprehensive documentation.
Understanding of business processes, workflows, and industry-specific knowledge to align solutions with organizational goals and strategies.
Capability to identify issues, evaluate alternatives, and propose innovative solutions to address business challenges.
Familiarity with business analysis tools, data analysis software, and an understanding of software development methodologies (Agile, Waterfall, etc.).
Expertise in gathering and documenting detailed business requirements, creating functional specifications, and user stories.
Skill in managing relationships and expectations among diverse stakeholders, including clients, users, developers, and management.
Ability to adapt to changing project scopes, priorities, and timelines while remaining focused on delivering quality outcomes.
Knowledge of project management methodologies and tools.