Business Insights Analyst analyzing TD Insurance claims data, trends, and KPIs for TD Insurance. Delivering actionable reporting and recommendations to operational, actuarial, and executive stakeholders.
LP
Senior Business Analyst – Contact Center
Posted via LinkedIn Recruiter (not a company profile)
Posted 5 months ago
About the role
- Senior Business Analyst – Contact Center needed in Toronto, ON (Hybrid). Requires 8+ years BA experience, IVR/ACD/CTI, Salesforce, ServiceNow, Jira/Confluence.
Responsibilities
- Looking for professionals with 8+ years of BA experience in the Contact Center domain. Strong expertise in IVR, ACD, CTI, omnichannel platforms, and experience with Salesforce, ServiceNow, Jira/Confluence is required. Exposure to Genesys Cloud or Amazon Connect is a plus. Ideal candidates should have strong experience in process optimization, KPI analysis (AHT, FCR, CSAT, SLA), and stakeholder management.
Requirements
- 8+ years of BA experience in Contact Center domain; expertise in IVR, ACD, CTI, omnichannel platforms; experience with Salesforce, ServiceNow, Jira/Confluence; exposure to Genesys Cloud or Amazon Connect is a plus; strong experience in process optimization, KPI analysis (AHT, FCR, CSAT, SLA), and stakeholder management.
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