Business Analyst
On site
Manchester, United Kingdom
Freelance
10-03-2025
Job Specifications
Business Analyst
Required:
As close to 10th March start as possible
12-24 month Contract
£340-£365 Inside IR35 day rate
Manchester – minimum 2 days per week, some weeks may vary and include up to 4 days per week based upon delivery requirements
No Visa sponsorship available
Contact Centre Modernisation Programme (Gov experience)
Experience and Skills:
Extensive Contact Centre Knowledge: Proven experience with contact centre operations and solutions, including technologies like Natural Language Call Steering, Call Recording, Work Force Management, Call Transcription, and Call Alerting1. (call center modernization experience is a must**)
Business Analyst Expertise: Strong background in BA concepts, prioritization techniques, and design methodologies.
Large-Scale Project Experience: Previous involvement in large-scale contact centre migrations (preferably in the public secor)
Stakeholder Management: Demonstrated ability to build and maintain relationships with executive sponsors and wider business.
Waterfall methodologies
Communication: Excellent communication skills at all levels, with the ability to influence, negotiate, and make effective decisions.
Public sector experience- Working within central government either directly or through a third party consultancy.
Role Overview:
We are seeking an experienced Business Analyst to lead the product vision and strategy for our Contact Centre Modernisation Programme. This role will be crucial in driving the transition from Discovery to Alpha phase and ensuring the successful delivery of product objectives.
Key Responsibilities:
Investigating business situations to define recommendations for improvement action.
Roadmap Development: help manage the product roadmap, aligning it with business objectives and customer needs3.
Stakeholder Collaboration: Work closely with business and contact centre stakeholders across all functions to achieve shared objectives.
Change Management: test, anyise and help create management processes for voice and contact centre solutions, from requirements gathering through to implementation.
Vendor Selection: Help oversee the Request For Proposal (RFP) process and vendor selection for the migration to a cloud contact centre solution1.
Business Case Development: Lead the development of business cases through analytics.
This role offers an exciting opportunity to shape the future of our contact center capabilities, improving both customer and agent experiences. The successful candidate will play a pivotal role in modernizing our service delivery infrastructure and driving innovation in customer engagement.
About the Company
Futureheads is a leading Design, Digital and Tech recruitment solutions business. We have been officially named a B Corporation; furthering our commitment toward running our business as a force for good while delivering people before profits service. www.wearefutureheads.com @FutureheadsUK @FutureheadsJobs Know more
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