Job Responsibilities:  

• Develop business knowledge of the functional area and processes to understand customer needs, behaviors, data and systems information to support Call Center functions.
• Change delivery, solution management, analysis, testing and client communications., Collaborate with partners on the creation of business case benefits.
• Create solution support documentation including process workflows, solution interaction flows (call flows), and design documents, Perform solution testing in change delivery and production validation.
• Follow and maintain current processes and procedures keeping in line with structured controls.
• Identify recommendations to improve solution & customer experience, targeting customer & operational efficiency gains.
• Assist the Area Product Owner in taking data backed / fact-based decisions by ensuring comprehensive research / discovery of project benefits, Participate in / lead scrum team discussions ensuring high quality and effective delivery. 
• Be “On-Call” to join urgent / high priority production issues as part of the product team and work closely with resolvers to mitigate the issue.

Required Qualifications, Skills and Capabilities

• Experience of Project management methodology to include waterfall and Agile.
• Awareness of the software development lifecycle and ability to explain business needs to development / IT and vice versa teams accurately and effectively.
• Experience in Analysis, Business Management, or IT preferred
• Ability to upskill to latest technologies being used.
• Experience with Problem Identification & Problem Resolution.
• Ability to create visual flows.
• Client servicing skills, strong teamwork ability, customer engagement skills and self-starting action required.

Preferred Qualifications, Skills and Capabilities

• 2+ years working knowledge of Contact Center operations and technology solutions preferred.
• Experience in process workflow creation a plus, Requirement’s analysis experience preferred