• B. Degree


  • 3-5 years solid Business analysis experience in a customer services environment (supporting contact centres; understand contact centre operations incl. interaction flows, QA, WFM, metrics, etc.).
  • 2-3 years Retail industry desirable
  • Understand contact centre operations and support functions (and regulations within environments). Strong technical understanding of a contact centre landscape and it is supporting technologies, including:
  • Interaction Management – Call flows (IVR’s, call recordings, routing, etc.)
  • Channels (Telephony, email, chat, WhatsApp, social, USSD, etc.)
  • Knowledge Management
  • Assisted and self-service, etc.

Knowledge & Skills:

  • Formal training in business analysis and design methodologies
  • Experience in participating in projects relating to Customer Contact Centre
  • Solid track record in successful delivery in the BA environment
  • Experience in a global business environment is preferred
  • Business understanding of the broader retail industry will be advantageous

Job objectives:

To understand the current business environment:

  • Analyze and understand the current business environment
  • Analyze and understand the current business strategies
  • Understand the current trends and developments in the industry

To identify and understand business requirements:

  • Work with user departments in the identification and documentation of user requirements
  • Assess and document the business implication of user requirements to the business process involved
  • Propose and document process improvements where appropriate
  • Define business rules and guide the implementation of these rules in the development of the various application systems

To determine a suitable solution to business needs/requirements:

  • Works closely with System Analysts and Project Managers to design and implement solutions
  • Provide input on alternatives presented by the technical designers and answer detailed questions regarding the business design
  • Engage the most appropriate business representatives to obtain input and agreement on alternatives that are presented

To deliver the required solution:

  • Research, document and prepare business cases on appropriate technologies, which will align with the business strategies of the organization
  • Define scope of solution and ensure understanding of scope by business user
  • Review technical solutions and business processes against business requirement specification
  • Assist in the identification of data conversion and reporting requirements
  • Facilitate and co-ordinate User Acceptance Testing
  • Understand, document, and escalate project risks
  • Liaise with other project areas to co-ordinate interdependencies and resolve issues

To train business users:

  • Render support and facilitate sessions for end-users, including training where applicable

To continuously support the business environment:

  • Maintain an understanding of enterprise business initiatives and objectives, the various line portfolios, and current trends and developments in the technology field
  • Assist Senior Business Analyst to monitor portfolio activities

Learn more/Apply for this position