Job Description
Job Title: Business Analyst
Location: Manchester
Salary: up to £55,000
We have partnered exclusively with a growing contact centre consultancy looking to onboard a Business Analyst. You’ll work closely with cross-functional teams to enhance delivery quality, with an initial focus on a high-profile government programme involving contact centre implementations.
Due to the nature of the work, you will need to be eligible for SC clearance.
The Role:
* Run workshops, interviews, and surveys to understand business needs and challenges
* Map current contact centre processes (e.g., call routing, escalation, AI use)
* Work with architects and vendors to ensure solutions match business needs
* Support change impact analysis and communication planning
* Provide regular updates to project managers and stakeholders
The Candidate:
1. Minimum of 3 Years experience in similar roles within contact centre.
2. Public Sector or BPO experience is a plus
3. Basic understanding of frameworks like ISO27001, ISO22301, PCI-DSS v4.0, Cyber Essentials+, GDPR, ITHC
4. Confident communicator at all organisational levels
5. Strong analytical skills and ability to produce high-quality documentation<...