Business Analyst- Airlines Contact Center

Position: Business Analyst- Contact Center
Location: Chicago, Illinois
Duration: Contract
Job ID: 169531

Job Overview:
The Business Analyst for Contact Center will support the development and implementation of solutions to enhance processes for Contact Center agents and tools. The role involves working collaboratively across the organization, including operational teams, to ensure projects and initiatives are executable for frontline teams. The successful candidate will develop a deep understanding of customer and employee workflows, identify process improvements, and support experiences across the customer and Contact Center journey, including bookings, refunds, flight changes, upgrades, and more.

Responsibilities:

• Collaboratively support key projects to improve employee experience and drive customer satisfaction within the Contact Center.
• Design and deliver innovative solutions while considering practical limitations.
• Conduct in-depth analysis of existing business processes to identify efficiency gains and areas for improvement.
• Map out current and future state processes to provide a clear vision for potential enhancements.
• Effectively manage project timelines and budget commitments.
• Support testing strategies for new processes and tools.
• Provide regular status updates to leadership and contribute to executive-level presentations.
• Spend time in the field to gauge operational needs and build relationships with Contact Center leaders.
• Collaborate with training, change management, and communications teams to develop and deploy actionable materials for project updates and deployments.

Qualifications:

• Required Knowledge: Proficient in research and requirement creation.
• Required Skills/Abilities:
  • Strong verbal and written communication skills.
  • Proficiency in Microsoft Office and analytical skills.
  • Demonstrated agility in managing ambiguity and adaptability to change.
  • Strong business acumen.
• Preferred Skills/Abilities:
  • Experience in project planning and execution.
  • Proficiency with Azure DevOps, Jira, or other agile work management tools.
• Education and Background:
  • Bachelor's Degree or equivalent work experience.
• Experience:
  • 2 years of airline customer service and/or project management experience.
  • 1-2 years of Agile/Scrum experience.

About PTR Global: PTR Global is a leading provider of information technology and workforce solutions. PTR Global has become one of the largest providers in its industry, with over 5000 professionals providing services across the U.S. and Canada. For more information visit www.ptrglobal.com

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Pay Range: $50 - $60

The specific compensation for this position will be determined by a number of factors, including the scope, complexity and location of the role as well as the cost of labor in the market; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. Our full-time consultants have access to benefits including medical, dental, vision and 401K contributions as well as any other PTO, sick leave, and other benefits mandated by appliable state or localities where you reside or work.

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