TIO Consultant - Business Analyst Contact Center Operations

Role Overview The Business Analyst Contact Center Operations and Transformation will work closely with cross-functional teams to analyze, document, and optimize contact center processes with a focus on transformation through automation and technology. This role involves analyzing data, gathering requirements, identifying 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. Key Responsibilities - Collaborate with stakeholders to elicit, document, and prioritize business requirements for contact center transformation projects and analyze current processes to identify pain points and automation opportunities - Conduct in-depth analyses of contact center metrics such as AHT, FCR, CSAT, and NPS to identify trends and design optimized workflows leveraging automation and AI solutions - Act as a liaison between business and technical teams, facilitating communication, assisting in project plan development, and organizing workshops to present findings and align on solution design - Use data analytics tools to monitor effectiveness of implemented solutions, develop dashboards and reports, and provide insights on performance metrics and ROI to stakeholders Required Qualifications - Bachelor's degree in Business Administration, Information Technology, or related field with 3-5 years of experience as a Business Analyst in contact center operations or customer experience - Familiarity with contact center technologies and CRM platforms such as Salesforce, ServiceNow, NICE, and Genesys with strong data analysis skills - Excellent verbal and written communication skills with ability to present complex information to technical and non-technical stakeholders - Demonstrated experience in project support, requirements gathering, documentation, and change management with knowledge of automation implementation and process redesign Why Join Us You will have access to one of the industry's largest digital learning platforms with over 250,000 courses and numerous certifications. Capgemini is committed to ensuring that people of all backgrounds feel encouraged and have a sense of belonging in a collaborative community of colleagues around the world. NO HTML. NO asterisks. NO bold. Just plain text and line breaks

- 3-5 years experience as Business Analyst in contact center operations - Expertise in AI-driven solutions and automation - Proficiency with CRM platforms like Salesforce and Genesys - Strong data analysis and interpretation skills - Experience with contact center metrics such as AHT, FCR, CSAT, NPS - Project management and requirements gathering experience - Knowledge of Lean, Six Sigma, or similar methodologies - Understanding of digital transformation strategies - Familiarity with AI applications in customer service - Bachelor's degree in Business Administration, Information Technology, or related field - Excellent communication and presentation skills - Experience with process automation and workflow design

- Access to 250,000+ courses on digital learning platform - Numerous professional certifications available - Inclusive and supportive work environment - Collaborative community of colleagues globally - Career empowerment and development opportunities - Full-time permanent employment