Senior Business Analyst / Project Manager (6 month contract)
Birmingham City Centre
£550 - £650 per day
A leading London Market insurer seek a Senior Business Analyst / Project Manager in a hybrid role for a 6 Month contract to deliver an e-trading service centre in their new, modern and stunning office in central Birmingham.
We are looking for someone with experience in insurance as well as support/service centres. The focus of the tasks will be on three areas, People, Process, Technology.
Key points include:
Current/Transition/Future requirements of the business
Current processing - how queries are received (email/telephone etc.) and how they are handled
Deep dive into tasks to understand what is required from the contact centre (over and above processing mapping, how does it all fit together)
Current telephony data analysis future needs based on broker behaviour/how the business wants to interact with brokers through the contact centre in the future - RFPs with vendors.
Opportunities to streamline/remove unnecessary touch points as tasks transfer across
Outsourcing partners to help scale the team
Appropriate calculation of FTE requirements with timescales that are quantifiable and justifiable
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