Job Description

Enjoy contributing to a culture that values collaboration, innovation, and long-term growth. Step into a role where your analytical insight directly shapes customer experience and operational excellence. Build your career in an environment that supports learning, advancement, and meaningful impact.

Primary Services is excited to announce the role of Call Center Continuous Improvement Business Analyst for a large, fast-paced enterprise client. This position offers the opportunity to work across diverse business functions and play a critical role in improving system capabilities, optimizing customer-facing processes, and supporting enterprise-wide product and service implementations. This role is ideal for a professional who thrives at the intersection of technology, operations, and customer experience.

Responsibilities

• Perform and document Customer Care impact assessments for business rule and process changes.
• Identify opportunities and develop technical system and process requirements to improve operational efficiency and address global issues.
• Create detailed business requirements or user stories including screen designs, system rules, and use cases.
• Prepare and present business cases supported by data and operational analysis.
• Provide analytical and technical support for evaluating internal processes and system capabilities.
• Create and execute test cases to validate new system functionality and protect existing processes.
• Secure cross-functional approval for system and process changes from key stakeholders.
• Develop and deliver communications detailing updated procedures, steps, and agent scripting.
• Coordinate with Training teams to develop materials and support training sessions for call center staff.
• Support implementation activities within the IT Change Management process.
• Serve as liaison between Customer Care and multiple business units to ensure alignment and timely issue resolution.
• Maintain strong working relationships with operational and back-office teams to support customer issue resolution.

Qualifications

• Undergraduate degree preferred; equivalent relevant experience considered.
• Over 2 years of experience in a call center or consumer services environment.
• Experience in technology design, system implementation, business process development, training, or workforce management analysis.
• Strong project management background; PMP or Certified ScrumMaster preferred.
• MBA or relevant graduate degree preferred.
• Proficiency with Word, Excel, PowerPoint, and MS Teams.
• Familiarity with SAP CCS or similar agent interfaces preferred.

This role offers an opportunity to drive measurable improvements in a fast-evolving environment, making a significant impact on both customer experience and operational performance.

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