Business Analyst (Contact Centre) Job at FinXL (Sydney)

Implementation Business Analyst

As a part of the Implementation team, the Implementation Business Analyst will p...

Location

United Kingdom , Peterborough

Salary:

Not provided

Activate Group Limited

Expiration Date

Until further notice

Requirements

Business Analysis experience covering processes, operations, contact centre, technology, client services and testing, 3+ years desired
Strong Business Analyst skills and ability to use a variety of analysis, design and documentation techniques
Strong communication skills and able to present requirements and processes to prospective clients, existing clients and internal teams
Good Microsoft Office skills (especially Excel, Word, PowerPoint) and skills with process mapping software
Collaborative team working approach and ability to build strong relationships both in person and remote
Hardworking and can-do attitude, able to work in a fast-paced environment over multiple client Implementation & Change projects concurrently
Able to work under minimal direction in line with the Implementation Lifecycle and Framework
Logical, analytical, with strong attention to detail and problem-solving skills
Solution-orientated and always looking to deliver for our clients and internal stakeholders

Job Responsibility

Analysis of client requirements, internal processes, configurable system setup and functionality
Capture and document client requirements during the ‘Pre-Implementation’ phase
Ensure all applicable options and data requirements are explored with the client
Work with the client and our internal teams to design the configuration and set up of our services as well as our processes
Identify requirements where IT development would be required
Create clear, detailed & unambiguous requirements, process documentation and flows for the clients and internal teams
Conduct impact analysis of proposed changes to existing processes
Own and execute test plans for all configuration and set up to ensure we deliver to the highest quality
Identify opportunities to increase automation through configuration and set up
Support the Implementation Manager throughout the Lifecycle of the Implementation project by representing the client requirements and our solution in project discussions

What we offer

33 days holiday (including bank holidays)
Personal health cash plan – claim back the cost of things like dentist and optical check ups
Enhanced maternity / paternity / adoption / shared parental pay
Life assurance: three times basic salary
Free breakfasts and fruit
Birthday surprise for everybody

Fulltime

Business & Data Analyst

Business & Data Analyst position at IKEA focusing on gathering insights from big...

Location

China , Shanghai

Salary:

Not provided

IKEA

Expiration Date

Until further notice

Requirements

Deep knowledge in commercial property business: operations, investment process, tenants performance, sales and visitation analysis, community and marketing
General knowledge of the alignment strategy that current the global and local business direction provide
Understanding of data science, new technologies, analytics and their wide ranging application in business context
Knowledge of IKEAs corporate identity, core values and vision of creating a better everyday life for the many people
Knowledge of Ingka Centres business tools, processes and cycles

Job Responsibility

Generate an MP performance overview and related business insights by analyzing data and insights from different functions
Coordinate various MP business-related meetings within the organization, follow up on key tasks as a coordinator, and facilitate communication on internal business-related topics
Support the MPM in local BPL planning, analyzing risks and possibilities in MP performance
Support the MPM in annual business planning and periodic performance evaluation by analyzing performance data and insights
Collaborate with IKEA to analyze store visitor numbers, conversion rates, sales trends, and their interdependencies with MP activities
Assist the MPM in receiving important visitors (government, SO, global, etc.)
Serve as the local contact window for communication with SO, manage the local public mailbox, organize the yearly kick-off meeting
Consolidate and manage MP-related documents, licenses, reports, and systems, and plan Duty Manager schedules

Fulltime

Business Analyst

Our Regina-based government client is looking for a skilled business analyst to ...

Location

Canada , Regina

Salary:

Not provided

Randstad

Expiration Date

April 16, 2026

Requirements

Significant IT project experience as a business analyst, 8+ years
Experience gathering and documenting business requirements
Experience with Agile and Waterfall project methodologies
Strong communication and customer service skills
IIBA CBAP, PMI-PBA or IIBA AAC
Experience with contact centre technology projects
Knowledge of systems like telephony, IVR, workforce management or CRM integrations
Experience with Azure DevOps
Familiarity with cloud and SaaS solutions

Job Responsibility

To elicit requirements from internal users and develop detailed requirements for system acquisition, development, or enhancement projects / work orders
Work closely with the Business, Project Managers, Solution Architects, Developers and other IT&S resources and 3rd party representatives as applicable to develop the deliverables
Create complete set of test scenarios and prioritize test scenarios to ensure proper test coverage
Identify enhancement requirements from a business perspective
Facilitate with approved users in requirements definition (functional and non-functional) activities for proposed enhancements and business process redesign
Contribute to forecasting enhancement development requirements (functional and non-functional) and identify implementation priorities with established funding limits
Analyze and refine business requirements

What we offer

Opportunity to lead and shape the modernization of platforms
Collaborative environment working closely with stakeholders from various business areas and Information Management & Technology team
Chance to develop and implement cutting-edge solutions
Platform to showcase excellent presentation skills by regularly updating and engaging with project stakeholders and IT leadership
Contribution to meaningful work

Senior Technical Business Analyst

We are looking for our future Business Analyst to join our Global Technology Sol...

Location

Malaysia , Kuala Lumpur

Salary:

Not provided

ResMed

Expiration Date

Until further notice

Requirements

8+ years of experience as a Technical Business Analyst
Experience in solutioning and supporting customer service
Strong business acumen with customer first mindset
Strong analytical and problem-solving skills, with a keen attention to detail
Excellent communication skills
Work effectively in a remote setting, collaborating with remote and global team members across multiple time zones
5+ years of experience with CRM system – preferably Service Cloud
3+ years of contact center experience

Job Responsibility

Effectively communicate and engage with business users and peers to gather requirements
Work closely with global customer service teams to implement system solutions that streamline processes and improve efficiency
Proven ability to analyze and gather complex business processes and develop effective solutions
Develop user stories and acceptance criteria to drive functional, technical and system requirements
Work with solution architects and platform architect teams to design solutions based on signed-off business requirements
Provide a walk through of developed features and functionality to business users
Facilitate User acceptance testing with identified users and obtain sign off for implementation
Ability to partner with cross-functional teams across multiple different time zones
Actively engage and inform stakeholders across the business on progress of the tasks
Perform impact analysis for scope change requests and document changes to requirements, business processes, configuration, and data mapping

What we offer

Bonus plan
Working from home flexibility
Referral bonus
Resmed's preferred shareholding programme
Competitive benefits (Pension, Long-Term Illness Protection, Health Insurance...)
Internal career opportunity

Fulltime

Customer Care Business Intelligence & Analytics Manager

As a Business Intelligence & Analytics Manager you will serve as a strategic dri...

Location

United Kingdom , Hamilton

Salary:

59000.00 - 110000.00 GBP / Year

John Lewis Partnership

Expiration Date

Until further notice

Requirements

Understanding of contact centre processes, metrics, and challenges
Experience in a business intelligence or data analytics role, preferably within a contact centre environment
Ability to lead and mentor a team of data professionals
Proficiency in data analysis tools, programming languages (e.g., SQL, Python), and data visualisation tools
Effectively communicate complex data insights to stakeholders at all levels
Strategic thinking: Ability to align BI initiatives with broader business objectives and drive data-driven innovation

Job Responsibility

Leading and mentoring a team of BI analysts
Developing a strategic BI roadmap
Fostering a data-driven culture throughout the organisation
Collaborating with stakeholders to identify data-driven opportunities and challenges
Communicating complex data insights effectively
Influencing stakeholders to adopt data-driven recommendations
Ensuring data quality
Enhancing data literacy
Tracking the impact of data-driven initiatives to measure performance
Line Manager responsibility

What we offer

Leisure Learning: up to £200 towards certain tutored courses
Partner Discount: 25% off at John Lewis and 20% at Waitrose
Clubs & Societies
Holiday & Leave
Pension & Life Assurance
Exclusive Hotels

Fulltime

WFM Service Delivery Manager

As Workforce Management Service Delivery Manager for our Contact Centre Operatio...

Location

Switzerland , Bern

Salary:

Not provided

Allianz

Expiration Date

Until further notice

Requirements

Experience in an insurance services call/contact centre
Minimum 3+ years experience in Workforce Management
Proven management and leadership experience
Ability to work in a fast-paced environment and adapt to changing priorities
Proficiency in Microsoft Office products (Excel, Word, PowerPoint)
Strong knowledge of telephony/call routing and workforce management platforms (CC Math / Verint advantageous)
Understanding of cross-business workforce management practices
Experience leading or supporting project initiatives
Excellent communication skills
Experience in business analysis, reporting, problem identification, resolution, and root cause analysis

Job Responsibility

Lead and manage a team of scheduling and intra-day analysts, fostering a collaborative and high-performance culture
Develop strategies and processes to build a self-sufficient tactical workforce management function that collaborates effectively with partners and stakeholders
Regularly review and update delivery plans, making recommendations to strategic planning function and senior leadership for effective execution in operations
Serve as the primary point of contact for short term/real-time operational issues, communicating with functional leads and other stakeholders to resolve issues promptly
Oversee workforce management functions, coordinating process improvement and business functions to support the overall business strategy
Foster a culture of continuous improvement by evaluating processes, identifying areas for enhancement, and implementing innovative solutions
Foster a development culture that mutually meets the business requirements and individual career goals
Oversee procedure and policy documentation, including real-time playbook documentation
Perform additional duties as assigned to support the contact centre’s objectives

What we offer

Large variety of courses and targeted development programs
International mobility and career progression
Work Well programs for health and wellbeing
Flexibility in planning and arranging for a better work-life balance

Fulltime

Senior Technical Business Analyst

Are you a seasoned Senior Technical Business Analyst looking to make a significa...

Location

Australia , Brisbane

Salary:

Not provided

Randstad

Expiration Date

March 22, 2026

Requirements

Experience in requirements gathering and process development within large-scale ICT projects
Deep technical understanding of ICT landscapes, specifically cloud infrastructure, telephony, and contact centre technologies
Proven ability to define vendor SLAs and KPIs while updating Disaster Recovery and Business Continuity plans
Exceptional stakeholder management skills, with the ability to bridge the gap between technical SMEs and business users
Prior experience working within a government agency and a strong background in evaluating technical tenders
You must be a Brisbane based candidate with unlimited working rights to be considered

Job Responsibility

Collaborate with technical and business stakeholders to elicit and evolve requirements for complex solution components
Translate business needs into detailed functional and technical specifications, focusing on contact centres, cloud, and telephony
Analyse technical solutions and assess risks to ensure designs are fit-for-purpose and align with requirements
Develop key project documentation, including program business cases and comprehensive technical tender documents
Apply rigorous standards and governance processes to ensure all technical business analysis products are of high quality

What we offer

Access to a Udemy license for ongoing learning and continuous professional development
Access to exclusive discounts across various platforms
Discounts on private health funds
3 payruns a week

Fulltime

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Analytics Consultant

We are seeking a dynamic and experienced Analytics Consultant to support the nex...

Location

United Kingdom , UK Wide

Salary:

50000.00 GBP / Year

Foundever

Expiration Date

Until further notice

Requirements

3+ years of experience in an analytics role, ideally in a BPO setting (desirable but not essential)
Hands on expertise in programming languages such as SQL, Python or R ideally in a cloud computing environment (ideally MS Azure)
Intermediate to expert knowledge of Power BI data visualisation
Knowledge of Azure cloud infrastructure e.g. Databricks is preferred but not essential
Strong communication skills, both written and verbal, with an ability to influence stakeholders.
Excellent problem-solving skills and critical thinking ability.
Ability to work independently and manage multiple projects in a fast-paced environment.
2+ years experience working with contact centre data is essential

Job Responsibility

Lead analyst for the delivery of Insight & analytics programs
Support with the co-ordination of project resources and coaching / developing junior team members
Develop and deliver presentations to client teams, translating complex analysis into clear, business-friendly language.
Work with our BI & reporting team to design and fine tune insight dashboards, reports, and visualizations in Power BI.
Design and execute experiments (A/B testing) to validate insights and recommendations.
Partner with clients to understand business objectives and translate them into analytical & insight solutions.
Present the findings of your analysis to stakeholders at all levels from Team Managers to C-suite.
Act as a trusted advisor to both operations and our clients, helping them leverage data to achieve their goals.
Develop insight into initiatives that lead to business process, technology or service improvements (cost reduction, CX or employee experience improvement, revenue growth / protection).
Track the implementation and success of solutions providing feedback and adjustment recommendations when required.

What we offer

10% bonus based on company and personal performance
25 day annual leave + standard bank holidays
Competitive pension scheme
Excellent working conditions and training
Aggressive growth strategy for the UK & SA which will open up careers opportunities

Fulltime

Business Analyst (Contact Centre)

FinXL

Location:
Australia , Sydney

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:
January 19, 2026

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