Senior Business Analyst, Contact Center Process & Strategy (9-month Temporary/Contract)

ABOUT US

Our philosophy at The Travel Corporation (TTC) is simple, we create enriching experiences for travelers by combining an unbeatable mix of exceptional service and quality at great value. As a global business with over 100 years of experience in the travel industry, our ethos of being ‘Driven by Service’, ensures we keep our values of passion, people and purpose at the heart of everything we do - designing and running immersive, innovative and responsible travel experiences for our guests across 70 countries. Join us in creating life-changing moments for every guest across our award-winning brands and experience the TTC difference. 

OUR VALUES

• Driven by service
• An inherent passion for travel
• Commitment to our customers and to our people
• Commitment to social responsibility and our 5-year sustainability strategy

POSITION SUMMARY

We are seeking a highly motivated and experienced Senior Business Analyst to join our team. In this role, you will lead business process changes, facilitated by transformational technology changes that are setting the contact centers to leap ahead of industry standards in utilization of technology to better serve our customers. You will be responsible for analyzing, documenting, and improving business processes change, within our contact center environment. 

You will work closely with stakeholders across various departments to identify opportunities for optimization, develop strategic recommendations, and implement solutions that enhance efficiency, improve customer experience, and drive business results. 

The ideal candidate possesses a strong understanding of contact center operations, business process methodologies, and strategic planning principles. Experience in contact center transformations and current in technological changes and employee engagement strategies will be critical to the success of this role.

KEY RESPONSIBILITIES 

Business Process Analysis & Improvement:

• Conduct thorough analysis of existing contact center processes (e.g., booking flows, agent workflows, quality assurance, training) to identify bottlenecks, inefficiencies, and areas for improvement.
• Document current state ("as-is") and future state ("to-be") process flows using process mapping tools (e.g., Visio, Lucidchart).
• Develop and implement process improvement initiatives, leveraging methodologies such as Lean, Six Sigma, or BPM.
• Assist in the documentation and/or development of contact center standard operating procedures.

Strategic Analysis & Planning:

• Collaborate with contact center leadership to develop and execute strategic plans aligned with overall business objectives.
• Conduct market research and competitive analysis to identify industry best practices and emerging trends in contact center technology and operations.
• Analyze contact center performance data (e.g., call volume, handle time, customer satisfaction) to identify trends, patterns, and areas for strategic focus.
• Develop business cases to support strategic initiatives, including cost-benefit analysis and ROI projections.

Requirements Gathering & Documentation:

• Elicit, analyze, and document business requirements from stakeholders using a variety of techniques (e.g., interviews, workshops, surveys).
• Translate business requirements into clear, concise, and testable functional and non-functional specifications.
• Create and maintain comprehensive documentation, including business requirements documents (BRDs), user stories, use cases, and process flows.

Project Support & Implementation:

• Provide support to project teams throughout the project lifecycle, including planning, execution, and testing.
• Assist with the development of training materials and communication plans for new processes and systems, as well as methods to track effectiveness.
• Monitor project progress and escalate issues as needed.

Stakeholder Management:

• Build and maintain strong relationships with stakeholders across various departments, including contact center operations, IT, product management, marketing, and sales.
• Facilitate communication and collaboration among stakeholders to ensure alignment of project goals and objectives.
• Manage stakeholder expectations and address concerns in a timely and professional manner.

ROLE SUCCESS CRITERIA

• Project Management (Basic)
• Business Process Improvement
• Requirements Gathering
• Strategic Planning
• Contact Center Operations
• Stakeholder Management
• Communication (Written & Verbal)
• Problem Solving

KEY INDIVIDUAL TRAITS

• Adaptability: Demonstrates the ability to adjust effectively to changing environments, priorities, and challenges. Embraces new ideas and approaches with flexibility and openness. 
• Attention to detail: Carefully reviews work to ensure accuracy, quality, and completeness. Adheres to rules and procedures. 
• Curiosity: Driven by lifelong learning, actively seeks new knowledge, skills, and perspectives to enhance performance and personal growth. Embraces continuous learning as a core value.  

YOUR EXPERIENCE AND EXPERTISE

• Bachelor's degree in business administration, information technology, or a related field.
• Minimum of 3-5 years of experience as a Business Analyst, with a focus on contact center operations.
• Strong understanding of contact center technologies and processes (e.g., ACD, IVR, CRM, workforce management).
• Experience with transformational projects and implementation of CCaaS platforms such as Genesys Cloud, Amazon Connect, Five9, or NICE CxOne.
• Experience with business process modeling and improvement methodologies (e.g., Lean Six Sigma, BPM).
• Excellent analytical, problem-solving, and critical-thinking skills.
• Strong communication, interpersonal, and presentation skills.
• Experience with data analysis and reporting tools (e.g., Tableau, Power BI) is a plus.
• Certification in Business Analysis (e.g., CBAP, CCBA) is a plus.
• Travel Industry experience a plus.
• Salesforce experience a plus.
• Artificial Intelligence experience in both voice and chat a plus.

TRAVEL & OTHER REQUIREMENTS

• Work Location: Hybrid (office & remote) in Costa Mesa, CA. 
• Ability to work inline hours with international business locations on occasion.
• This is a 9-month temporary, exempt role offering $60–$70 per hour, equivalent to an annualized salary of $124,800–$145,600. Please note: actual earnings will reflect the 9-month duration of the assignment. 

The Travel Corporation is an equal opportunity employer and does not discriminate against race, color, creed, sex, gender, religion, marital status, age, national origin, sexual orientation, or any other consideration made unlawful by federal, state, or local laws or ordinances. The Travel Corporation is proud to be an equal opportunity employer. We not only encourage and support diversity in the workplace, we celebrate it! If you feel you have the skills and experience to thrive in a supportive and inclusive environment, we want to hear from you!