Senior Business Analyst

Sportchek; Welland; Hybrid; CAD 64,000 - 106,000; Full time

Job summary

Sportchek in Welland, Ontario, is seeking a Senior Business Analyst to lead process improvement, change management, and operational excellence within our Contact Centre Operations team. You will partner with operations, training, quality, workforce management, risk, compliance, and technology to deliver measurable improvements.

The role focuses on documenting requirements, process maps, BRDs, testing, and adoption of new processes, tools, and controls to enhance customer experience and employee

Qualifications

• Experience leading process improvement and operational transformation in a complex business environment.
• Strong change management and implementation experience.
• Facilitate discussions across multiple business functions to define needs and solutions.

Responsibilities

• Lead elicitation, analysis, validation, and documentation of business requirements for contact centre improvements.
• Develop BRDs, process maps, workflows, and implementation plans.
• Analyze current processes to improve efficiency, service quality, and risk management.
• Facilitate stakeholder workshops and prioritize improvements.
• Support change management, training, deployment, and post-implementation reviews.

Skills

Business Analysis

Process mapping

Requirements gathering

Stakeholder management

Change management

Project management

Job description

## Senior Business AnalystApply: Welland, ON: Full time: Posted Today: End Date: October 6, 2026 (14 days left to apply): JR165245We're looking for a Senior Business Analyst to lead process improvement, change management, and operational excellence initiatives within our Contact Centre Operations team.This role plays a key part in improving how we deliver service to customers and support frontline employees. You will work across operational teams, business partners, and technology stakeholders to identify opportunities, solve complex business problems, implement sustainable improvements, and support the successful adoption of operational and technology changes.The successful candidate will lead initiatives related to contact centre operations, customer experience, audit and compliance findings, operational risk mitigation, process standardization, technology enhancements, and continuous improvement.**What You'll Be Working On**The Contact Centre Operations environment is fast-paced and focused on delivering consistent, high-quality customer experiences while meeting operational, regulatory, and performance objectives.In this role, you will support initiatives that may include:* Support initiatives focused on enhancing customer experience, improving contact centre processes, and driving operational efficiency and workforce optimization.* Analyze, monitor, and improve operational performance through KPI tracking, reporting, and continuous improvement initiatives.* Assist with compliance, risk management, audit remediation, process standardization, and documentation to support regulatory and business objectives.* Participate in technology implementations, system enhancements, and change management activities that improve business readiness and operational effectiveness.* Partner with leaders and subject matter experts across Operations, Training, Quality, Workforce Management, Risk, Compliance, and Technology to deliver impactful business outcomes.**Key Responsibilities*** Lead the elicitation, analysis, validation, and documentation of business and operational requirements for contact centre improvement initiatives, technology enhancements, process redesign efforts, and audit remediation activities.* Develop and maintain business requirements documents (BRDs), process maps, workflows, operating procedures, business cases, impact assessments, and implementation plans.* Analyze current-state business processes and identify opportunities to improve operational efficiency, service quality, customer experience, employee experience, and risk management outcomes.* Facilitate workshops and stakeholder sessions to define business needs, identify root causes, and develop practical solutions.* Partner with operational leaders to evaluate business impacts, assess risks, and prioritize improvement opportunities.* Support implementation planning, user acceptance testing, business readiness activities, training coordination, deployment activities, and post-implementation reviews.* Lead and support change management activities to ensure successful adoption of new processes, controls, technologies, and operating models.* Monitor operational performance data, identify trends, and develop recommendations that support continuous improvement and operational excellence objectives.* Coordinate the development and implementation of action plans resulting from audits, operational reviews, customer feedback, and business recommendations.* Promote standardized processes, knowledge sharing, and best practices across the organization.**Must-Have Qualifications*** Business Analysis experience leading process improvement and operational transformation initiatives in a complex business environment.* Demonstrated experience with process mapping, requirements gathering, and stakeholder management, including facilitating discussions across multiple business functions.* Strong change management and implementation experience, with the ability to support adoption of new processes, tools, and operational practices.**Nice-to-Have Qualifications*** Experience in a contact centre, customer service, or operations-focused environment.* Knowledge of continuous improvement methodologies.* Exposure to project management**What Success Looks Like*** Operational improvements are implemented and adopted successfully.* Business processes are streamlined, standardized, and documented.* Audit findings and operational recommendations are translated into sustainable solutions.* Stakeholders are engaged and aligned throughout the change lifecycle.* Customer and employee experiences improve through measurable operational enhancements.* A culture of continuous improvement and operational excellence is strengthened across the organization.**Broadband Salary Range:** $64,000 – 106,000 Our typical hiring range is between $70,000 and $75,000. Salary decisions are also dependent on other factors such as your experience, industry benchmarks, internal equity and other role-specific requirements. For critical roles, the compensation offering will be reviewed to ensure alignment with market rate and conditions and the unique value you bring to the role. #LI-NZ2