Business Analyst Telephony Management (a) 80-100%

Business Analyst Telephony Management (a) 80-100%

Do you have a knack for processes, question the status quo and recognise optimisation opportunities? Are you passionate about the contact centre environment and do you proactively bring new ideas forward? Then Stefanie's team looks forward to meeting you and perhaps welcoming you soon as a Business Analyst (a) in the team.

What to expect

• Analysis of end-to-end processes in contact centre management, including identification of dependencies and risks as well as coordination of requirements with IT and specialist departments
• Support for specialist departments in system-related and process-related issues, including taking on second level support tasks
• Development and documentation of processes, use cases, interfaces and decision-making bases
• Prioritising, planning and approving system requirements with the product owner and development team for implementation

What you bring

• Advanced technical college, university of applied sciences or further training in business analysis
• Several years of experience in the contact centre environment with sound knowledge of customer service processes, telephony, workforce management, reporting and the associated systems
• High digital affinity, analytical and structured working style as well as the ability to identify improvement potential, analyse causes and drive sustainable solutions
• Confident German language skills in spoken and written form, as well as good French or Italian skills
• Strong, target group-oriented communication skills as well as high organisational and abstraction abilities

Do you have questions about the application process?

Nadja Kuonen HR Consultant 058 340 62 67 Job ID: 34565

Outstanding employer

Helsana is repeatedly recognised in the areas of health promotion, recruiting quality and work-life balance.