Position: Business Analyst
Company: DICEUS
Experience required: 3y
English level: fluent

About the project
Company is a leading telecom and contact center solutions provider. Operates in Jordan. Company has a big and complex WFM (Workforce management) system for contact centers. Project goal is to adapt this WFM system for the retail domain. First step is a discovery phase to find the competitive solutions, to analyze retail processes, to understand what modules of the current system can be reused and what should be developed from scratch.

Responsibilities: 

Conduct product research to stay updated on industry trends and emerging technologies. 

Perform competitor analysis to identify market opportunities and inform business strategies. 

Prepare comprehensive requirements documentation based on stakeholder input and industry best practices. 

Communicate effectively with clients to understand their business goals and gather specific requirements. 

Requirements: 

Strong analytical and problem-solving skills. 

Proficiency in requirement gathering and documentation techniques. 

Experience with business process modeling and data analysis. 

Familiarity with software development life cycle (SDLC) methodologies. 

Experience in at least one of the following two areas (experience in both is a plus): 

Workforce management software used for forecasting, and scheduling staff in call centers and/or multi-branch retail organizations 

Experience in Customer Service Representative (CSR) management in a multi-branch retail organization (e.g. banks/telcos/governmtne offices  

Experience in the call centers (opcional) 

Knowledge of telecom industry trends and technologies is a plus. 

Fluency in English (both written and spoken).