Junior Business Analyst | CRM  

The CRM Business Analyst will be in charge of the implementation of the company’s new callout system, Avaya. The candidate will be responsible for the all Avaya related tasks, such as the creation of campaigns, the distribution and roles of agents, and the extraction of callout performance reports. The candidate will also be the coordinator between the different teams involved in the Avaya system.

Duties and Responsibilities

• Creation of callout campaigns in the Avaya system with assistance from the CRM Team.
• Efficiently manage the callout settings for each callout campaign.
• Configure and distribute the different callout tasks for each agent.
• Uploading the callout lists created by the BA Team and assigning them to the correct campaigns.
• Correct errors, track and analyze changes and issues in the callout database.
• Address agent concerns regarding the Avaya system.

• Excellent written, verbal communication skills
• Excellent organization and management skills
• Good perception and high attention to detail skills
• Ability to adapt and work in a rapidly changing environment
• Willing to work in shifting schedule
• Knowledge and skills in Avaya software will be helpful
• Experience in project management will be helpful