Business Analyst

We are seeking a skilled and experienced Business Analyst 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 processesEnhance the agent experience while maintaining data integrity and complianceImprove business performance through agent-centric process enhancementsDevelop 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 activitiesLead process improvement aspects of projects or components of very complex projectsCreate and manage project or work stream tasks, deliverables, and schedulesOversee process and system changes for agent-focused initiatives, including:Requirements definition based on agent feedback and needs analysisBusiness case development for agent experience improvementsRisk assessment and mitigation for changes to agent tools and processesStakeholder update presentations on agent experience initiativesUser interfaces and processes design optimized for agent usabilityDocumentation of agent-facing tools and processesTesting of new or updated agent toolsCommunication on changes to agent workflows and toolsCost/benefit analysis of agent experience improvementsMaintain awareness of industry trends and technology that could enhance agent experience and efficiency if implemented.Qualifications:3-5 years of experience in business analysis, preferably with a focus on user experience or agent-facing toolsStrong understanding of contact center operations and agent workflowsExperience with CRM systems, workforce management tools, and other common agent technologiesProficiency in user experience (UX) design principles and practicesStrong analytical and problem-solving skillsExcellent communication and presentation abilitiesProficiency in project management methodologiesExperience with data analysis tools and techniquesAbility to empathize with agent needs and translate them into technical requirements