Business Analyst – Contact Center Operations

About the role

The Business Analyst will support the onboarding and ongoing management of parking locations within a call centre environment. Acting as a bridge between operations, customer support and data teams, you will ensure accurate information flow, efficient processes and high‑quality service delivery.

Key responsibilities

• Lead onboarding of new parking locations, configuring systems, workflows and documentation.
• Build and maintain a centralized knowledge base with up‑to‑date procedures, policies and troubleshooting guides.
• Gather and fulfil reporting requests, analyse trends and provide actionable insights.
• Develop training materials, support agent onboarding and identify knowledge gaps.
• Evaluate and improve existing workflows to enhance efficiency and scalability.
• Provide ad‑hoc support for special projects, operational initiatives and issue resolution.

Required profile

• 5‑8+ years of experience in business analysis, operations or call‑centre support.
• Strong analytical, communication, organization and problem‑solving abilities.
• Proficiency with internet‑based platforms, word processing, spreadsheets and mobile applications.
• Fluent English, both spoken and written.

Required skills

• Microsoft Excel
• SQL
• Business Intelligence (BI) tools
• Microsoft Teams
• Microsoft Outlook
• Microsoft Word

What we offer

• Opportunity to shape processes for a growing parking‑operations call centre.
• Collaborative, cross‑functional environment.
• Professional development in data analysis and call‑centre technologies.