Salesforce Sr Business Analyst/Product Analyst
New
C
CI&TTechnology Services
BrazilFull-TimeSenior
Salary not disclosed
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Job Details
- Languages
- Business English
- Experience
- 3 to 5 years
- Required Skills
- Business AnalysisProduct ManagementCRM
Requirements
- 3 to 5 years of experience as a Business Analyst or in a product management role.
- Strong background in Customer Experience environments.
- Proficiency in written and conversational Business English.
- Demonstrated initiative and proactivity.
- Understanding of Customer Experience and Contact Center KPIs.
- Experience in Contact Center operations or Business Process Outsourcing (BPO) preferred.
- Familiarity with Salesforce Service Cloud preferred.
- Knowledge of product management methodologies preferred.
Responsibilities
- Collaborate with the Business Owner and Project Manager to prioritize requirements and define the roadmap.
- Interview users and analyze systems to document requirements.
- Analyze business requirements for customer interaction channels including email, chat, WhatsApp, and phone.
- Support the migration of the core CRM to Salesforce Service Cloud.
- Engage with global teams in Brazil, USA, India, and Mexico.
- Utilize product management methodologies to drive project success.
- Identify opportunities for process improvements and enhance customer experience.
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