Business Analyst – Contact Center Operations

Job description

Business Analyst that will play a critical role in supporting the onboarding and ongoing management of locations in a call center environment that supports parking operations. This role bridges operations, customer support, and data/reporting functions to ensure accurate information flow, efficient processes, and high-quality service delivery.

Responsibilities

1. Location Onboarding & Operations Support

• Lead the onboarding of new parking locations into the call center ecosystem, ensuring all systems, workflows, and documentation are properly configured
• Collaborate with cross‑functional teams (operations, technology, clients) to gather and validate location‑specific requirements
• Ensure accurate setup of call routing, escalation paths, and service protocols

2. Knowledgebase & Documentation Management

• Build, maintain, and continuously improve a centralized knowledgebase co...