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 containing location-specific information
· Ensure call center agents have access to up-to-date procedures, policies, FAQs, and troubleshooting guides
· Standardize documentation formats for consistency and usability
3. Reporting & Data Analysis
· Gather and fulfill reporting requests related to call center performance, parking operations, and location activity
· Analyze trends and provide actionable insights to improve efficiency, customer experience, and operational outcomes
4. Training & Enablement
· Develop clear, comprehensive training materials and guides for call center agents and internal teams
· Support onboarding and ongoing training for new locations and process updates
· Identify knowledge gaps and recommend training improvements
5. Process Improvement
· Evaluate existing workflows and identify opportunities to streamline onboarding, support processes, and reporting
· Recommend and implement improvements to enhance efficiency and scalability
6. Ad Hoc Support
· Provide flexible support for special projects, operational initiatives, and urgent business needs
· Assist with troubleshooting issues related to location setup, knowledgebase accuracy, or call center performance
Qualifications:
- 5 - 8+ years of experience in business analysis, operations, or call center support environments
- Strong analytical, communication, organization and problem-solving skills
- Proficient in using a wide range of software applications, including internet-based platforms, word processing and spreadsheets, mobile applications, with the ability to quickly learn and adapt to new technologies.
- Proficient in data analysis and reporting tools (e.g., Excel, SQL, BI tools)
- Working knowledge of Microsoft 365 suite, particularly Teams, Outlook, Excel, Word
- Ability to manage multiple priorities and work cross-functionally
- Ability to communicate professionally and effectively speak, read, and comprehend fluent English language.
Preferred Skills:
- Experience in parking operations, mobility, or logistics environments
- Familiarity with call center technologies (IVR systems, call routing, QA tools)
- Process mapping and documentation expertise
- Experience with knowledgebase tools, CRM systems, or ticketing platforms
- Demonstrates a sense of urgency and timeliness and has ability to seek improvement.
Job Type: Full-time
Experience:
- in business analysis: 6 years (Required)
Language:
Work Location: Remote
