Senior Business Analyst

New Today

Location: Hybrid (Home Working & Canary Wharf)

About Us

The Medical Defence Union (MDU) is the UK’s leading medical defence organisation, supporting healthcare professionals with expert advice and legal assistance. We are seeking a Senior Business Analyst with experience in contact centre operations, workforce management, customer interaction technologies, and process optimisation. This role requires a structured analytical approach, ensuring robust, data-driven solutions that improve efficiency, service quality, and system integration across multiple platforms.

Role Overview

The Senior Business Analyst will play a key role in requirements gathering, business process analysis, and solution development to support the modernisation of multi-channel contact centre operations, workforce management, and reporting capabilities. The role requires a deep understanding of telephony, CRM systems, workflow automation, and performance analytics, ensuring business needs are translated into effective, scalable solutions.

Key Responsibilities

Multi-channel contact centre and workforce management

• Define and document detailed requirements for multi-channel customer interaction platforms, including telephony, webchat, SMS, WhatsApp, email, and social media.
• Support system integration efforts by analysing business needs, documenting workflows, and identifying dependencies.
• Collaborate with stakeholders and technical teams to ensure CRM, workforce management (WFM), call recording, and automation tools align with business objectives.
• Develop requirements for automated scheduling, staff allocation models, and forecasting methods, ensuring they meet operational needs.
• Provide detailed analysis to optimise resource balancing across communication channels and improve contact handling.

Business analysis and process optimisation

• Conduct deep-dive analysis into current processes, identifying inefficiencies and opportunities for automation.
• Collaborate with stakeholders to define functional and non-functional requirements that align with business goals.
• Produce detailed user stories, workflows, journey maps, and process models to support development and implementation.
• Ensure solutions align with IT architecture, security policies, and compliance regulations.

Quality monitoring, call recording and compliance

• Support the development of quality monitoring frameworks, including structured scoring methodologies, and reporting metrics.
• Define requirements for call recording compliance, data retention policies, and security controls.
• Provide business analysis for agent performance tracking, SLA adherence, and customer experience insights.

Data analysis, reporting, and performance tracking

• Identify key performance indicators (KPIs), including response times, service levels, cost efficiency, and workforce productivity.
• Deliver trend analysis, MI reporting, and forecasting models to support decision-making.
• Define requirements for real-time monitoring tools and dashboards to track operational performance across multiple channels.

Skills & experience

Essential

• Proven experience as a business analyst, preferably within a contact centre, customer service, or operations environment.
• Strong expertise in multi-channel communication platforms, workforce planning, and CRM integration.
• Knowledge of telephony systems, AI chatbots, automated workflows, and omnichannel customer interactions.
• Experience in data analysis, reporting tools (e.g., MicroStrategy, Power BI), and compliance tracking.
• Ability to collaborate effectively with technical teams, business stakeholders, and operational managers.
• Excellent problem-solving and process optimisation skills, with a keen eye for detail.

Desirable

• Experience with PCI-compliant payment processing and security protocols.
• Familiarity with Active Directory, single sign-on (SSO), and system access management.
• Understanding of call recording technologies and automated transcription systems.

Performance metrics

Success in this role will be measured by:

• Operational efficiencies, ensuring smoother workflows and improved system integrations.
• Data-driven decision-making, leveraging analytics to enhance performance and resource management.
• Process improvements, driving automation and optimising customer interaction handling.

You may also have experience in the following: Business Analyst, BA, Data Analyst, Business Analysis, Data Analysis, Project Manager, Project Management, Business Process Analyst, Senior Business Analyst.

REF-222 187 #J-18808-Ljbffr
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Location:
City Of London, England, United Kingdom
Salary:
£100,000 - £125,000
Category:
Management & Operations

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