Business Analyst, Intermediate - Contact Centre

Title: Business Analyst, Intermediate - Contact Centre
Reports To: Manager, Client Care Shared Services
Department: Contact Centre
Term: Permanent Full-Time


Work Arrangements: This is a hybrid role. You will work in our office in Waterloo, ON a minimum of two (2) assigned, consecutive days every other week, plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum requirement.

The Opportunity: Equitable is growing! We are looking to add a Business Analyst, Intermediate to our Contact Centre.    

The Business Analyst, Intermediate will be identifying business needs and solving problems to help the business meet its goals and objectives. This can be accomplished by researching, assessing, and documenting business needs. The Intermediate Business Analyst will understand how work is currently being conducted, and through analysis, determine solutions to the issues. The solution could include training, a process change, modifications to business rules, modifications to or implementation of new technology or a combination of the four. The quality of the Intermediate Business Analyst’s assessment contributes to the on time, on budget success of a project by accurately capturing the requirements and scope.   

Now is an exciting time to join one of the Waterloo Area and Southwestern Ontario’s Top Employers for 2024!

What you will be doing:

• Assesses, researches, analyzes and documents sponsor/stakeholder needs
• Recommends business solutions that satisfy sponsor/stakeholder needs with focus on process improvement opportunities
• Analysis on call drivers into the Contact Centre including recommendations on how to mitigate or eliminate calls
• Process mapping and revising documentation for processes within the CC and between CC and admin areas or other areas outside the CC. This includes negotiating better TAT’s if applicable
• Attend project/initiative meetings, either IT or Operational focused, on behalf of the CC to identify any impacts to the CC.
• Work with the Individual Project and Training team to ensure proper documentation and tools are provided to the CSR’s
• Manage CC operational initiatives as needed
• Subject matter expert on the Individual CC
• Assess training needs for all projects and initiatives along with Training team
• Provide back up to the Specialist team as needed
• Recommends business solutions with a focus on process improvement
• Act as sole BA on medium to large projects
• Consults and coordinates with stakeholders to design and map business processes and procedures
• Leads Business Requirement sessions and identifies, tracks and escalates issues for resolution
• Prepares and consolidates requirements documentation
• Creates or assists others in the writing of user documentation, instructions and procedures
• Identify and escalate project risks and issues
• Works in partnership with Quality Assurance Analysts to ensure test strategy mitigates business risk
• Seeks to identify and support resolution of system related production problems quickly, to diminish the impact on productivity and service standards
• Assess the magnitude and implications of each problem to determine the best approach to resolution.

What you will bring:

• Previous experience within the contact center space/domain
• Strong organization skills and well-developed project management skills
• Influencing skills with the ability to negotiate with representatives from other areas
• Thorough knowledge and understanding of analysis and productivity improvement methodologies
• 3-5 years experience as a Business Analyst on medium to large projects
• Post secondary degree or equivalent combination of education and work experience
• High level of accuracy and attention to detail
• Documentation & presentation skills
• Strong motivational and communication skills
• Adaptable to change
• Conceptual Thinking: ability to make the complex simple or link together things not obviously related
• Problem Solving: identifies optimal solutions based on the analysis of causes
• Knowledge of the various stages of the business analysis process, including business requirements, data mapping, screen design, workflows, etc.
• Solid self-management and time management skills
• Knowledge of process improvement methodology
• In-depth understanding of technical support for system updates & queries
• Ability to consider both sides when making decisions (corporate/client) and anticipate potential outcomes (positive/negative)

 What’s in it for you:

• A healthy work-life balance with employee wellness top of mind
• Annual bonus program, annual vacation allowance, and company-paid benefits program
• An additional paid volunteer day each year so you can spend time giving back to the community
• Immediate enrollment in the company’s pension program with employer matching
• Employee resource groups that support an inclusive work environment
• Tuition support and specialized program assistance
• An onsite, full-service cafeteria with a variety of daily options
• Discounts on company products and services, and access to exclusive employee perks
• Regular EQ Together events focused on company togetherness and collaboration

As part of the recruitment/offer process you will be required to:

• Provide two professional references (minimum one supervisor and above)