Retail Business Analyst Contact Centre Automation
Retail Business Analyst Contact Centre Automation
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INR INR 2000000 - 2200000
1 Vacancy
Job Description
Location Pune/Bangalore
- Minimum 8 years of experience as a Business Analyst in the retail banking sector with a focus on Contact Centre Automation (Channels).
- Strong understanding of contact center operations customer service workflows and omnichannel strategies.
- Proven experience in implementing automation technologies for contact centers including chatbots voice recognition AI and selfservice platforms.
- Familiarity with tools and platforms used for contact center automation such as IVR (Interactive Voice Response) RPA (Robotic Process Automation) and AIbased customer service solutions.
- Experience working in global banks or financial institutions with a focus on retail banking and customer service optimization.
- Excellent communication and stakeholder management skills to engage with business and technology teams effectively.
- Knowledge of customer experience (CX) strategies and methodologies.
- Familiarity with Agile and Scrum frameworks for project delivery.
- Strong analytical skills to identify automation opportunities and assess their impact on business processes.
- Certifications in business analysis or automation technologies such as CBAP (Certified Business Analysis Professional) are an advantage.
- Bachelor s degree in Business Information Technology or a related field.
- Minimum of 8 years of experience in retail banking and contact center automation.
- Experience working with global banks and managing largescale automation projects.
- Act as a liaison between business stakeholders and technical teams to gather analyze and document business requirements for Contact Centre Automation.
- Lead the design and implementation of automated solutions across various customer interaction channels such as voice chat email and social media.
- Collaborate with global banks to identify automation opportunities in contact center processes enhancing customer service and operational efficiency.
- Define and document business processes workflows and customer journeys related to contact center operations.
- Manage endtoend project delivery for automation initiatives ensuring timely and successful implementation.
- Conduct impact assessments and risk analyses to ensure that automated solutions align with business objectives and regulatory requirements.
- Provide insights on industry trends and best practices for contact center automation offering recommendations for continuous improvement.
- Partner with IT and development teams to design test and deploy automation tools and platforms.
- Monitor and evaluate the performance of automated solutions making adjustments as necessary to optimize outcomes.
- Drive improvements in selfservice capabilities through the use of AI chatbots and other emerging technologies.
omnichannel strategies,contact centers,stakeholder management,automation technologies,rpa,cx strategies,analytical skills,customer service workflows,chatbots,ai,contact center architecture,information technology,cbap,ivr,contact centre automation,retail,scrum,automation,voice recognition,retail banking,business analyst,self-service platforms,business analysis,agile
Employment Type
Full Time
Company Industry
Key Skills
- Account Payable
- Apprentice
- English Language
- Mac Os
- Facilities Management
- CPA
