What are the responsibilities and job description for the Business Analyst (Contact Center) position at Strategic Staffing Solutions?
Business Analyst (Contact Center) – Contract Role
Location: San Antonio, TX - Onsite
Pay: 45-50/hour - W2 ONLY
Duration: 12 Months
Position Overview:
We are seeking a skilled and detail-oriented Business Analyst specializing in Contact Center operations to join our team. This role requires a strong background in workforce management processes, contact center terminology, and expertise in the NICE Workforce Management (WFM) tool. The Business Analyst will work closely with various stakeholders to ensure the seamless operation and optimization of workforce management systems supporting over 20,000 users across multiple contact centers.
Top Skills
- 3 years experience supporting contact centers and knowledge of contact center terminology.
- 2 Working knowledge of workforce management processes (scheduling, forecasting, capacity planning) for the contact centers.
- 2 years experience with the administration of the workforce management tool NICE WFM.
Tools:
NICE WFM, Microsoft products (Excel, Outlook, etc.), JIRA
Daily Responsibilities:
- This team is responsible for the oversight of the administration of the NICE WFM scheduling application supporting the 4 major contact centers (20k users) and primarily interfaces with the WFM teams and IT.
- Processing system configuration requests for items like Management Units, Contact Types, activity icons, etc.
- Approving access requests
- Consulting on projects as a Subject Matter Expert for NICE WFM system usage.
Quick summary:
- Under supervision, assembles, analyzes, and documents client s business requirements
- Defines high-level application, relationships, flows, implementation of business (processes, activities, functions, information), applications, and creates business and system use cases or functional specification
- Assists in creation of business requirement documents (BRD) that sets out project requirement including costs, objectives, milestones, and timelines
- Performs business analysis and project management support for his/her area. Interprets data and provides analysis results to derive actionable insights
- Assists in the development of detailed functional specifications including function models, process flow diagrams and report and screen layouts
- Assists in the presentation of recommendations and solution designs
- Coordinates with testing team in planning and executing system integration testing and regression testing
- Participates in resolving any functional issue in post-production environment during the cutover period
- Supports the senior stakeholders in preparing user guides and provide user training
- Good understanding of Agile methodology and SDLC
- Knowledge of scripting and database languages such as Oracle PL/SQL, MySQL etc.
- Knowledge of project management tools such as JIRA/Confluence
- Experience supporting business requirements for large scale applications in the concerned domain
Daily Responsibilities:
- Oversee NICE WFM administration for 20,000 users across 4 major contact centers.
- Manage configuration requests, access approvals, and system optimizations.
- Collaborate with WFM teams and IT to ensure seamless scheduling and forecasting processes.
- Analyze and interpret data to provide actionable insights for workforce management improvements.
Salary : $45 - $50
