ABOUT US
Our philosophy at The Travel Corporation (TTC) is simple, we create enriching experiences for travelers by combining an unbeatable mix of exceptional service and quality at great value. As a global business with over 100 years of experience in the travel industry, our ethos of being ‘Driven by Service’, ensures we keep our values of passion, people and purpose at the heart of everything we do - designing and running immersive, innovative and responsible travel experiences for our guests across 70 countries. Join us in creating life-changing moments for every guest across our award-winning brands and experience the TTC difference.
OUR VALUES
- Driven by service
- An inherent passion for travel
- Commitment to our customers and to our people
- Commitment to social responsibility and our 5-year sustainability strategy
POSITION SUMMARY
We are seeking a highly motivated and experienced Senior Business Analyst to join our team. In this role, you will lead business process changes, facilitated by transformational technology changes that are setting the contact centers to leap ahead of industry standards in utilization of technology to better serve our customers. You will be responsible for analyzing, documenting, and improving business processes change, within our contact center environment.
You will work closely with stakeholders across various departments to identify opportunities for optimization, develop strategic recommendations, and implement solutions that enhance efficiency, improve customer experience, and drive business results.
The ideal candidate possesses a strong understanding of contact center operations, business process methodologies, and strategic planning principles. Experience in contact center transformations and current in technological changes and employee engagement strategies will be critical to the success of this role.
KEY RESPONSIBILITIES
Business Process Analysis & Improvement:
- Conduct thorough analysis of existing contact center processes (e.g., booking flows, agent workflows, quality assurance, training) to identify bottlenecks, inefficiencies, and areas for improvement.
- Document current state ("as-is") and future state ("to-be") process flows using process mapping tools (e.g., Visio, Lucidchart).
- Develop and implement process improvement initiatives, leveraging methodologies such as Lean, Six Sigma, or BPM.
- Assist in the documentation and/or development of co