Senior Business Analyst

Location: Hybrid (Home Working & Canary Wharf) About Us The Medical Defence Union (MDU) is the UK’s leading medical defence organisation, supporting healthcare professionals with expert advice and legal assistance. We are seeking a Senior Business Analyst with experience in contact centre operations, workforce management, customer interaction technologies, and process optimisation. This role requires a structured analytical approach, ensuring robust, data-driven solutions that improve efficiency, service quality, and system integration across multiple platforms.Role Overview The Senior Business Analyst will play a key role in requirements gathering, business process analysis, and solution development to support the modernisation of multi-channel contact centre operations, workforce management, and reporting capabilities. The role requires a deep understanding of telephony, CRM systems, workflow automation, and performance analytics, ensuring business needs are translated into effective, scalable solutions.Key Responsibilities Multi-channel contact centre and workforce management• Define and document detailed requirements for multi-channel customer interaction platforms, including telephony, webchat, SMS, WhatsApp, email, and social media.• Support system integration efforts by analysing business needs, documenting workflows, and identifying dependencies.• Collaborate with stakeholders and technical teams to ensure CRM, workforce management (WFM), call recording, and automation tools align with business objectives.• Develop requirements for automated scheduling, staff allocation models, and forecasting methods, ensuring they meet operational needs.• Provide detailed analysis to optimise resource balancing across communication channels and improve contact handling.Business analysis and process optimisation• Conduct deep-dive analysis into current processes, identifying inefficiencies and opportunities for automation.• Collaborate with stakeholders to define functional and non-functional requirements that align with business goals.• Produce detailed user stories, workflows, journey maps, and process models to support development and implementation.• Ensure solutions align with IT architecture, security policies, and compliance regulations.Quality monitoring, call recording and compliance• Support the development of quality monitoring frameworks, including structured scoring methodologies, and reporting metrics.• Define requirements for call recording compliance, data retention policies, and security controls.• Provide business analysis for agent performance tracking, SLA adherence, and customer experience insights.Data analysis, reporting, and performance tracking• Identify key performance indicators (KPIs), including response times, service levels, cost efficiency, and workforce productivity.• Deliver trend analysis, MI reporting, and forecasting models to support decision-making.• Define requirements for real-time monitoring tools and dashboards to track operational performance across multiple channels.Skills & experience Essential• Proven experience as a business analyst, preferably within a contact centre, customer service, or operations environment.• Strong expertise in multi-channel communication platforms, workforce planning, and CRM integration.• Knowledge of telephony systems, AI chatbots, automated workflows, and omnichannel customer interactions.• Experience in data analysis, reporting tools (e.g., MicroStrategy, Power BI), and compliance tracking.• Ability to collaborate effectively with technical teams, business stakeholders, and operational managers.• Excellent problem-solving and process optimisation skills, with a keen eye for detail.Desirable• Experience with PCI-compliant payment processing and security protocols.• Familiarity with Active Directory, single sign-on (SSO), and system access management.• Understanding of call recording technologies and automated transcription systems.Performance metrics Success in this role will be measured by:• Operational efficiencies, ensuring smoother workflows and improved system integrations.• Data-driven decision-making, leveraging analytics to enhance performance and resource management.• Process improvements, driving automation and optimising customer interaction handling.You may also have experience in the following: Business Analyst, BA, Data Analyst, Business Analysis, Data Analysis, Project Manager, Project Management, Business Process Analyst, Senior Business Analyst.REF-222 187