Job title: Business Analyst - experience in setting up call centres
Job type: Permanent
Emp type: Full-time
Industry: IT
Salary type: Annual
Location: Garsfontein, Pretoria, 0042, South Africa
Job published: 2020-01-07
Job ID: 32527

Job Description



Business Analyst experience required in setting up call centres

Purpose of the role:

Increase company profitability by driving product success by designing efficient and scalable systems/products and ensuring on-time and on-budget delivery thereof, specifically in a call centre

environment. The Business Analyst takes ownership of assigned products and keeps a handle on product and project aspects including business models, specifications, budgets and financial

models, progress tracking, management of resources and team capacity.


Minimum Education:

  • BEng (Industrial) preferred, but any other similar qualification will be considered


Desirable Education

  • Salesforce certification or similar
  • Call Centre management certification or similar


Years of experience:

  • 3 years minimum


Required experience:

  • Setup of of call centre operations, including technology selection, data analysis and telephony
  • Management of call centre operations would be advantageous
  • Salesforce process design (or of a similar CRM system)
  • Business Analysis within the IT, software or customer service field(s)
  • Development of product and system specifications
  • Requirement gathering and documentation



Skills and Knowledge:

  • Excellent computer proficiency (especially in cloud-based services like GSuite)
  • Call centre related systems setup and management
  • Strong report writing skills
  • Business Process design
  • Real-time data analytics interpretation


Skills and Knowledge (Desirable):

  • Agile Project Management
  • BPMN or UML Knowledge


A more detailed job description is available upon request


If you meet the above requirements, please send your CV to

If you havent heard back from us in 2 weeks, please consider your application unsuccessful