Contact Center Business Analyst

Overview

Business Analyst

Position type- Full Time

Work Location- Delhi NCR/Bangalore

Shift Time - 12PM-9PM

People Manager role: No

Required education and certifications critical for the role- Any Graduate or Post-Graduate (full time)

Required years of experience - 3-5 years of relevant experience

AON IS IN THE BUSINESS OF BETTER DECISIONS

At Aon, we shape decisions for the better to protect and enrich the lives of people around the world.

As an organization, we are committed as one firm to our purpose, united through trust as one inclusive, diverse team and we are passionate about helping our colleagues and clients succeed.

Information About The Business

Our global contact center operation has 4,000+ agents supporting customers across all major regions, including APAC, EMEA, and North America. We handle large interaction volumes across multiple channels and time zones, ensuring high-quality, consistent service around the clock.

We run our contact center primarily on NICE inContact, leveraging its capabilities for routing, reporting, workforce optimization, and quality management. This enables us to take a data-driven approach to performance, focusing on service levels, customer satisfaction, and operational efficiency.

The Contact Center Business Analyst Will Work At The Heart Of This Environment, Partnering With Operations Leaders, Technology Teams, And Frontline Managers To

• Translate business needs and customer pain points into clear requirements and process improvements
• Use NICE inContact data and reports to identify trends, root causes, and optimization opportunities
• Support the design and measurement of initiatives that improve customer experience and agent effectiveness across APAC, EMEA, and NA
  
  

This role is critical in turning our global contact center data into actionable insights that drive continuous improvement and strategic decision-making.

General Description Of Role

• The Business Analyst will be involved in Requirements Gathering, Process Design/Documentation, System Configuration, Document Templates, Reporting and User Acceptance Scripting/Support activities.
• This includes pro-actively gathering information from a variety of sources, including through meetings at various levels within the organisation and will be expected to challenge appropriately, adding their own views whilst still presenting unbiased findings in the form of reports, process diagrams/maps etc.
• The Business Analyst will also be involved in Change Management activities as required.
  
  

• Produce Current and future state business process maps
• Define and prioritise business requirements
• Undertake analysis (SWOT, Gap, etc) to assist in project decision making
• Work with 3rd party suppliers to support system configuration activities, including gathering requirements from key stakeholders for configuration tasks, reviewing system specifications and ensuring signoff is achieved from SMEs
• Assist with Document Template design/development and Reporting requirements/design
• Undertaking the development of UAT scripts and support business SME UAT activity
• Assist in identifying issues and potential risks relating to project and non-project situations
• Undertake data field mapping between systems and/or processes
  
  

• Strong business analysis skills: requirements gathering, documentation, and prioritisation
• Ability to create current/future state process maps and perform SWOT / gap analysis
• Experience working with third‑party vendors on system configuration and sign‑off
• Skills in document template and report design based on business needs
• Experience creating UAT test scripts and supporting SME-led UAT
• Ability to perform data field mapping between systems/processes
• Strong risk/issue identification, analytical thinking, and communication skills
  
  

In addition to our comprehensive benefits package, we are proud to be an equal opportunity workforce. At Aon, we believe a diverse workforce is an innovative workforce. Our agile, inclusive environment allows colleagues to manage their wellbeing and work/life balance while empowering you to be your authentic self.

Furthermore, all colleagues enjoy two “Global Wellbeing Days” each year, encouraging them to take time to focus on themselves. We offer a variety of workstyle options through our Smart Working model, but we also recognize that flexibility goes beyond just the place of work... and we are all for it!

Our continuous learning culture inspires and equips colleagues to learn, share and grow, helping them achieve their fullest potential. As a result, Aon colleagues are more connected, more relevant and more valued.

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