TIO Consultant_Kolkata/Mumbai/Chennai

Your Role

The Business Analyst – Contact Center Operations & Transformation will work closely with cross-functional teams to analyze, document, and optimize contact center processes, focusing on transformation through automation and technology. This role involves analyzing data, gathering requirements, identifying/proritizing improvement opportunities, and supporting the implementation of modernized solutions—including AI-driven enhancements and workflow automation. The ideal candidate has extensive experience in contact center operations, process optimization, and project management, with a demonstrated ability to drive automation initiatives.

In this role you will play a key role in:

1. Requirements Gathering and Analysis
   • Collaborate with stakeholders to elicit, document, and prioritize business requirements for contact center transformation projects.
   • Analyze current contact center processes and workflows to identify pain points, inefficiencies, and opportunities for automation and improvement.
   • Translate business needs into detailed requirements for technical teams, ensuring alignment with project objectives and client goals.
2. Process Improvement and Automation Implementation
   • Conduct in-depth analyses of contact drivers and contact center metrics (e.g., AHT, FCR, CSAT, NPS) to identify trends, challenges, and automation opportunities.
   • Design and document optimized workflows that leverage automation, AI, and other digital solutions to streamline contact center operations.
   • Support the implementation of automation solutions focused on reducing operational costs, enhancing agent productivity, and improving customer experience.
3. Project Support and Stakeholder Engagement
   • Act as a liaison between business and technical teams, facilitating communication to ensure project success.
   • Assist in the development and execution of project plans, timelines, and deliverables, coordinating with internal teams and client stakeholders.
   • Organize and lead workshops to present findings, share best practices, and align on solution design with stakeholders.
4. Data Analysis and Reporting
   • Use data analytics tools to monitor and evaluate the effectiveness of implemented solutions, providing insights and recommendations for continuous improvement.
   • Develop dashboards, reports, and presentations to communicate performance metrics, ROI, and value realization to stakeholders.
5. Technology & Solution Expertise
   • Stay updated on the latest trends and best practices in contact center technology, including AI, machine learning, automation, and omnichannel customer engagement.
   • Provide subject matter expertise on contact center platforms (e.g., Salesforce Service Cloud, Google Contact Center AI, NICE, Genesys) and how they can be leveraged in transformation and automation initiatives.

YOUR PROFILE

• Experience: 3-5 years of experience as a Business Analyst, with a focus on contact center operations, customer experience, or related fields.
• Education: Bachelor’s degree in Business Administration, Information Technology, or a related field. A Master’s degree is a plus.
• Technical Proficiency: Familiarity with contact center technologies and CRM platforms (e.g., Salesforce, ServiceNow, NICE, Genesys).
• Analytical Skills: Strong data analysis skills, with the ability to interpret contact center metrics and derive actionable insights.
• Communication Skills: Excellent verbal and written communication skills, with the ability to present complex information clearly to both technical and non-technical stakeholders.
• Project Management: Demonstrated experience supporting or managing projects, including requirements gathering, documentation, and change management.
• Automation Implementation: Proven ability to analyze and redesign business processes, with experience implementing automation solutions. Knowledge of Lean, Six Sigma, or similar methodologies is a plus.
• Transformation Mindset: Familiarity with digital transformation strategies, AI applications in customer service, and experience in delivering process automation solutions.

Skills -

• Experience working with AI-driven contact center solutions, such as virtual agents, predictive analytics, and Agent Assist.
• Certifications such as Certified Business Analysis Professional (CBAP), Six Sigma, or Agile Product Owner.
• Understanding of regulatory requirements for customer data privacy and compliance within contact centers.

WHAT YOU'LL LOVE ABOUT WORKING HERE

• You can shape your career with us. We offer a range of career paths and internal opportunities within Capgemini group. You will also get personalized career guidance from our leaders.
• You will get comprehensive wellness benefits including health checks, telemedicine, insurance with top-ups, elder care, partner coverage or new parent support via flexible work.
• You will have the opportunity to learn on one of the industry's largest digital learning platforms, with access to 250,000+ courses and numerous certifications.
• We’re committed to ensure that people of all backgrounds feel encouraged and have a sense of belonging at Capgemini. You are valued for who you are, and you can bring your original self to work.