Job Description

Job Purpose

The Senior Business Analyst is responsible for leading business analysis activities related to call centre operations within the Enterprises. The role focuses on improving service delivery, operational efficiency, citizen experience, and compliance through data-driven insights, process optimization, and technology enablement. The position acts as a bridge between business stakeholders, IT teams, and service providers to ensure that call centre solutions align with the Organization's strategic objectives.

Key Responsibilities:

Analyse call volumes, service levels,

KPIs, SLAs,

and customer satisfaction metrics. Identify gaps and opportunities for improvement in

IVR, CRM

, case management, omnichannel services, and workforce management. Recommend process improvements to enhance efficiency, response time, and service quality. Support implementation and optimization of call centre technologies and platforms.

Stakeholder Management

Act as a key liaison between business units, IT, vendors, and external service providers. Facilitate workshops, interviews, and requirement-gathering sessions with stakeholders. Present analysis findings, business cases, and recommendations to senior management.

Data Analysis & Reporting

Develop business reports, dashboards, and

performance metrics

for call centre operations. Perform root-cause analysis for operational issues and service failures. Ensure data accuracy, integrity, and alignment with ministry reporting standards.

Governance & Compliance

Ensure business processes comply with government regulations, policies, and data protection standards. Support audits, risk assessments, and governance reviews related to call centre operations. Contribute to documentation, SOPs, and knowledge management practices.

Leadership & Mentorship

Provide guidance and mentorship to junior business analysts. Lead analysis workstreams in large-scale or cross-functional projects. Promote best practices in business analysis and continuous improvement.

Education

Bachelor's degree in business administration

, Information Systems, Management, Engineering, or a related field.

Experience

Minimum 10 years of professional experience

as a Business Analyst or similar role.

Extensive experience in Call Centre / Customer Service Operations

, preferably within government, public sector, or large enterprise environments. Proven experience working on

CRM systems, call centre platforms, IVR, case management, and digital service channels.

* Experience in managing complex stakeholders and large-scale transformation projects.