Postúlate en Kit Empleo: kitempleo.com.co/empleo/1acgc8

Job description:
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 versátil support for special projects, operational initiatives, and urgent business needs
· Assist

Postúlate en Kit Empleo: kitempleo.com.co/empleo/1acgc8

📌 Business Analyst – Contact Center Operations (Santa Marta) (Colombia)
🏢 Importante Empresa Del Sector
📍 Colombia