Busines Analyst at Cloudware

Location: This is 2 days onsite and 3 days remote. Location - Lansing, Michigan. 2 days onsite per week is must

Job Title: Business Analyst
Job Description:


Key Responsibilities:
• Gather, document, and analyze business requirements to support contact center
operations and improvement initiatives.
• Coordinate project activities across teams, ensuring alignment with objectives,
timelines, and resources.
• Provide data-driven insights to improve contact center processes and customer
satisfaction.
• Design and implement reporting tools to track and measure key performance
indicators (KPIs).
• Collaborate with project teams, facilitating clear and consistent communication to
drive projects forward effectively.
Qualifications:
• Bachelor’s degree in Business, Analytics, Computers or a related field.
• 5+ years of experience as a Business Analyst, preferably in a contact center or
customer service environment.
• Strong project coordination and requirement-gathering skills, with an eye for detail
and accuracy.
• Excellent verbal and written communication skills, with the ability to work
effectively with cross-functional teams.
• Proficiency in data visualization and reporting tools (e.g., Excel, Tableau); knowledge
of CRM or contact center technologies is a plus.
This position offers an exciting opportunity to impact customer service operations through
transformative initiatives in a dynamic environment.