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Business Analyst (BA) - Contact Centre Project
GERMAN & ENGLISH SPEAKING
Arrangements
- Contract: 8-10 weeks initially, extendable to 12-18 months
- Location: UK (Hybrid: 1-2 days on-site in London) or Germany (Fully Remote when not on client site)
- Rate: £600/day (UK) or €700.00/day (Germany) Freiberufler/GmBH
- Travel: When customer site presence required, included
Overview:
We are looking for a seasoned Consultant/Business Analyst to carry out both As-Is and To-Be assessments of Contact Centre operations. This role will involve evaluating the current set-up, identifying areas for improvement, and defining a To-Be state that supports a transformation roadmap. Candidates based in the UK will work hybrid, with 1-2 days in London, while those in Germany will work remotely, with occasional travel to client sites.
Key Responsibilities:
- Perform a detailed As-Is assessment of current Contact Centre processes, workflows, and technologies.
- Develop the To-Be model, focusing on enhancing process efficiency, customer experience, and technological innovation.
- Collaborate with stakeholders to gather insights and ensure alignment on current challenges and future objectives.
- Provide clear recommendations and a structured roadmap for implementing the TO-BE vision.
Skills & Experience:
- Proven experience in Contact Centre/Voice transformation, including AS-IS and TO-BE analysis.
- Strong stakeholder management and requirements gathering abilities.
- Knowledge of Contact Centre technologies (IVR, CRM, telephony, automation tools).
- Excellent analytical, communication, and presentation skills.
- Absolutely must speak both German and English, fluently
If this role is inline with your skills, please apply.
Eames Consulting is acting as an Employment Business in relation to this vacancy.
