Contact Centre Operating Model Analyst

Define a contact centre operating model for cloud migration, using strong documentation and analysis skills in a hybrid Toronto work model. Support decisions spanning 39 lines of business.Miratech is seeking a Service Transition Analyst, Contact Centre, to work alongside the Service Transition Lead on a major Canadian bank migration. You will interview legacy-platform operators, capture current-state practices, and draft processes, roles, capabilities, and service documentation. The model is being created rather than maintained.Key Responsibilities:
Conduct interviews and shadowing with operations teamsAssemble baselines covering volumes, effort, tooling, and monitoringDraft processes, role descriptions, capability maps, and service documentsPrepare workshop materials, capture decisions, and co-facilitate sessionsConvert session outputs into draft artifacts within daysRequirements:
Seven or more years as a business or service analystContact centre or technology operations domain experienceExperience documenting operational procedures teams useAbility to interview staff and reveal actual work practicesStrong analytical judgment and attention to detailBring operating-model analysis, operational interviewing, and documentation discipline to Miratech’s Toronto-based contact centre transformation work.
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