Business Analyst, Intermediate - Contact Centre

The Opportunity:  At Equitable, our focus is on making a meaningful impact in the lives of Canadians by putting clients at the heart of everything we do. We lead with empathy, act with intention, stay curious, and support one another every step of the way. If you're looking for purpose-driven work in a collaborative and inclusive environment where your voice is heard, and your growth is encouraged we’d love to connect. The Business Analyst, Intermediate will be identifying business needs and solving problems to help the business meet its goals and objectives. This can be accomplished by researching, assessing, and documenting business needs. The Intermediate Business Analyst will understand how work is currently being conducted, and through analysis, determine solutions to the issues. The solution could include training, a process change, modifications to business rules, modifications to or implementation of new technology or a combination of the four. The quality of the Intermediate Business Analyst’s assessment contributes to the on time, on budget success of a project by accurately capturing the requirements and scope. Join one of the Waterloo Area’s Top Employers for 2025 and Southwestern Ontario’s Top Employers for 2024 and be part of something that matters.   Work Arrangements: This is a hybrid role. You will work in our office in Waterloo, ON a minimum of two (2) assigned, consecutive days every other week, plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum requirement.  What you’ll do: Assesses, researches, analyzes and documents sponsor/stakeholder needs; Recommends business solutions that satisfy sponsor/stakeholder needs with focus on process improvement opportunities; Analysis on call drivers into the Contact Centre including recommendations on how to mitigate or eliminate calls; Process mapping and revising documentation for processes within the CC and between CC and admin areas or other areas outside the CC. This includes negotiating better TAT’s if applicable; Attend project/initiative meetings, either IT or Operational focused, on behalf of the CC to identify any impacts to the CC; Work with the Individual Project and Training team to ensure proper documentation and tools are provided to the CSR’s; Manage CC operational initiatives as needed; Subject matter expert on the Individual CC; Assess training needs for all projects and initiatives along with Training team; Provide back up to the Specialist team as needed; Recommends business solutions with a focus on process improvement; Act as sole BA on medium to large projects; Consults and coordinates with stakeholders to design and map business processes and procedures; Leads Business Requirement sessions and identifies, tracks and escalates issues for resolution; Prepares and consolidates requirements documentation; Creates or assists others in the writing of user documentation, instructions and procedures; Identify and escalate project risks and issues; Works in partnership with Quality Assurance Analysts to ensure test strategy mitigates business risk; Seeks to identify and support resolution of system related production problems quickly, to diminish the impact on productivity and service standards; and Assess the magnitude and implications of each problem to determine the best approach to resolution.   What you’ll bring: Previous experience within the contact center space/domain; Strong organization skills and well-developed project management skills; Influencing skills with the ability to negotiate with representatives from other areas; Thorough knowledge and understanding of analysis and productivity improvement methodologies; 3-5 years experience as a Business Analyst on medium to large projects Post secondary degree or equivalent combination of education and work experience; High level of accuracy and attention to detail; Documentation & presentation skills; Strong motivational and communication skills; Adaptable to change; Conceptual Thinking: ability to make the complex simple or link together things not obviously related; Problem Solving: identifies optimal solutions based on the analysis of causes; Knowledge of the various stages of the business analysis process, including business requirements, data mapping, screen design, workflows, etc; Solid self-management and time management skills; Knowledge of process improvement methodology; In-depth understanding of technical support for system updates & queries; and Ability to consider both sides when making decisions (corporate/client) and anticipate potential outcomes (positive/negative).     What’s in it for you: Career Growth: Regular learning sessions and development opportunities Total Rewards: Allowance provided in place of vacation pay and benefits Flexibility: Healthy work-life balance with employee wellness always top of mind, complemented by a “dress for your day” approach     At Equitable, we’re committed to fair pay and an inclusive, accessible hiring experience. If you need accommodations or alternative formats at any stage, just reach out to us at careers@equitable.ca. We’re happy to help.   Your base pay will be based on your skills, qualifications, experience and education.   If you’re selected to move forward, our Talent Acquisition team will walk you through all the details of our total rewards program, so you know exactly what’s included. Reports To: Manager, Client Care Shared ServicesDepartment: Impact Term: Temporary Full-Time (ending December 2026)