ABOUT OUT CLIENT

Our client is a leading provider of mental health and disability support services across Australia. As a prominent not-for-profit disability service provider, they are dedicated to delivering high-quality, individualised support to the community and are committed to making a real impact.

ABOUT THE ROLE

The Business Analyst for Contact Centre Solutions will play a key role in implementing a RingCentral contact center solution. In this position, you will be responsible for gathering business requirements, mapping processes, and ensuring the successful deployment of the contact center solution. You will work closely with both technical and business teams to align the contact center setup with operational goals, ensuring a seamless integration that enhances customer service delivery.

KEY RESPONSIBILITIES

• Business Requirements Analysis: Gather and document business requirements from stakeholders, ensuring alignment with the organisation’s strategic goals for the contact center.
• Solution Design & Implementation: Support the implementation of the RingCentral contact center solution, ensuring the system meets business needs and optimises service delivery.
• Process Mapping: Map current contact center processes and recommend improvements to increase efficiency and streamline operations using the new solution.
• Stakeholder Engagement: Engage with business and technical stakeholders to facilitate communication, gather feedback, and ensure the solution addresses key needs.
• User Training & Support: Develop training materials, assist with user training, and provide ongoing support to ensure smooth adoption of the new system.
• Continuous Improvement: Identify opportunities for ongoing improvement post-implementation, ensuring the contact center operates at peak efficiency.

SKILLS & EXPERTISE

• 3-5 years of experience as a Business Analyst in a contact center environment, with a focus on system implementations.
• Ideally, experience with RingCentral or similar contact centre solutions.
• Strong knowledge of contact center operations, processes, and technology solutions.
• Excellent communication and stakeholder management skills, with the ability to engage and manage cross-functional teams.
• Proven experience in gathering and documenting business requirements, process mapping, and systems analysis.

Please note that Hassett will never request personal information as a part of the initial application process.