Analista de Negócios

At Mitel you will have the opportunity to help businesses connect collaborate and provide better experiences for our customers. You will deliver valuable contributions in creating business success within our global organization utilizing your unique attributes skills and experience.

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Overview:

Contact Center Business Analyst has a deeper understanding of Contact Center operation acting in identifying areas for improvement gathering requirements and mapping new demands together with business areas in customer service operations in Customer Experience and continuous improvement projects for our clients.

You will be responsible for interacting with different areas and stakeholders identifying opportunities for improvement and devising creative alternatives to enhance the end-user experience and service efficiency in the Contact Center through automation and personalization.

Responsibilities:

• Conduct design sessions user interviews and business area interviews to gather requirements.
• Evaluate quantitative indicators identify opportunities and business insights proposing scenarios and alternatives to improve the user experience and efficiency of Contact Center service through automation and personalization.
• Propose act on and monitor the implementation of identified improvements in conjunction with developers UX and other analysts who make up the team. Work collaboratively with developers integrators quality analysts PO and clients.
• Design traditional voice flows and conversational flows for voice portals IVRs Speech/Voice Bots.
• Propose integrations with data sources and external applications such as CRMs WebServices databases BI etc.
• Create review and update service flow documentation.
• Analyze user surveys feedback expert opinions and usage and navigation data to understand needs and opportunities for improvement.
• Propose continuous improvements and measure their success after implementation.

Requirements:

• Bachelors degree or equivalent experience in interaction design information architecture cognitive science interface design service design data analytics or related fields
• Experience with traditional and/or conversational flow design in IVR chat and voice bot platform deployment projects
• Experience with Call Center planning
• Experience with Excel and MS Power BI for data analysis
• Experience with data analysis and business insights for improvement of customer journey
• Experience with script points decision flow design and phraseology
• Knowledge of relational databases and SQL
• Advanced English
• Desirable experience with cloud-based Contact Center platforms (CCaaS) such NICE CXone or Genesys Cloud
• Desirable knowledge of conversational flows and humanized IVRs (a plus)
• Desirable knowledge and practical experience in agile and traditional approaches and methodologies

For more information visit Why Mitelor follow us on LinkedIn here.

Mitel is committed to achieving workforce diversity and creating an inclusive working environment. Diversity makes sense for us for our customers and for our future. We value different perspectives skills and experiences and welcome applications from all sections of the community.