About the position
Business Analyst - Call Centre Technical Replacement Programme
Location: Cape Town (North) / 3 days onsite hybrid
Employment Type: Independent Contract
Programme Context
The Business Analyst will be assigned to a Call Centre technical replacement initiative spanning multiple business units.
The project involves the replacement and enhancement of call centre technology platforms and requires extensive engagement with stakeholders across various business areas.
The successful candidate will be responsible for gathering and documenting requirements across multiple environments and supporting the delivery of solutions aligned to programme objectives.
Role Purpose
The Business Analyst is responsible for analysing, documenting, and improving call centre business processes, systems and workflows to support operational efficiency, client experience and service delivery within the Contact Centre environment.
The role works closely with stakeholders across Operations, IT, Digital and Business units to identify improvement opportunities, support system enhancements and ensure that solutions align with business objectives.
Key Responsibilities
- Gather and document business requirements across multiple business units
- Analyse current call centre processes, systems and workflows
- Facilitate workshops with stakeholders across Operations, IT, and Business teams
- Translate business requirements into functional specifications and user stories
- Support the replacement / implementation of call centre technology platforms
- Assist with system testing (SIT / UAT) and validation of requirements
- Identify process improvement and optimisation opportunities
- Support change management and user adoption
- Ensure alignment with governance and delivery standards
- Provide reporting and analysis to support programme decision-making
Minimum Requirements
- Relevant Degree / Diploma in Business Analysis, IT, Information Systems, Commerce, or similar
- 5+ years Business Analyst experience
- Proven experience in Call Centre / Contact Centre / Client Service environments
- Experience working on large transformation / system replacement / technical projects
- Experience gathering requirements across multiple business areas
- Strong stakeholder engagement skills
- Financial Services / Insurance experience preferred
- Experience with CRM / Contact Centre / Workflow systems advantageous
Key Competencies
- Strong analytical thinking
- Excellent requirements gathering skills
- Stakeholder management across large organisations
- Process mapping and optimisation
- Ability to work on large programmes
- Strong communication skills
- Attention to detail
- Ability to work in high-pressure delivery environments
Advantageous Experience
- Experience within financial services environment
- Exposure to Call Centre platform replacement / migration projects
- Experience with Telephony / Workflow systems
- Agile / Scrum / Waterfall project exposure
- Experience working on group-wide programmes
Desired Skills:
- avaya
- Call Centre
- Business analysis
Desired Work Experience:
Desired Qualification Level:
