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 adaptable support for special projects, operational initiatives, and urgent business needs
- Assist with troubl

📌 Business Analyst (Santa Marta)
🏢 EmpireOne Contact Center
📍 Santa Marta