Chef de Projet MOA / BA Senior

About Randstad Digital

Randstad Digital is the reference technology partner for companies.

Our mission is to support our clients in their digital projects and to innovate through our expertise, our diversified and agile methodologies.

Whatever the project you start, you are supported in your career evolution by your dedicated talent development specialist and you will be integrated into our various tech & fun Randstad Digital events.

Today we are more than 25,000 employees. We work with +300 clients leaders in 5 key sectors.

Joining Randstad digital France means participating in more ambitious technological projects with an international scope thanks to our presence in +20 countries.

Formerly AUSY, we have 35 years of experience in our areas of expertise.

Your Role

Main Mission

Reporting to the Information Systems Department (DSI) or the Customer Relations department, you will interview as a Senior Business Analyst / MOA Project Manager to oversee the evolution, optimization, and maintenance of the technological tools in our Call Centers (Customer Relations).

As a true interface between the business departments (advisors, platform managers) and the technical teams (developers, integrators), you will be responsible for translating operational needs into high-performance application solutions, while ensuring compliance with budgets and deadlines.

Responsibilities and Missions

1. Team Management and Coordination (Level 4 - Expert)

• Animate, federate, and coordinate multidisciplinary cross-functional teams (business experts, network architects, developers, external service providers).
• Organize and lead project committees (COPROJ) and steering committees (COPIL), ensuring clear reporting to governing bodies.
• Manage change with Call Center users (training, workshops, communication).

2. Business Analysis and Technical Design (Level 3 - Advanced)

• Gather, analyze, and frame the needs expressed by Customer Relations departments.
• Write specifications and detailed functional and technical specifications.
• Map business processes (call workflows, routing) and design customer support scenarios.

3. Budget Management and Project Monitoring (Level 3 - Advanced)

• Build, monitor, and optimize the budget allocated to different projects (internal costs, external costs, licenses).
• Define the schedule, track milestones (delivery KPIs), and manage risks or alerts of financial/deadline deviations.
• Oversee functional acceptance phases (test plans, deliverable validation) up to production deployment (MEP).

Your Profile

Required Profile & Skills

Business Expertise (Mandatory Criterion)

• Thorough knowledge of the Call Center sector: You master the concepts of remote customer relations (Call Routing, IVR - Interactive Voice Response, Queue, Call Statistics, Production KPIs such as AHT - Average Handling Time).

Specific Stack Tools (Essential)

Experience or concrete practice with the following ecosystem is required:

• Cisco UCCE (Unified Contact Center Enterprise): Core software for managing and routing Call Centers.
• EVITA / ADA: Business and data management application solutions.
• Vigie Hypervision: Real-time supervision and monitoring tool for communication flows and infrastructure.

Interpersonal Skills

• Leadership and Diplomacy: Ability to functionally manage teams and align technical and operational teams.
• Excellent oral and written communication: Essential writing skills for clear technical specifications.
• Customer service orientation: Natural sensitivity to the issues faced by online advisors and user experience.

Summary

Randstad Digital France

CDI

Domain: IT Management

Sub-sector: IT Management

PJFrance3307555718

Contact.

For any questions, please contact us.

MA

Mariette Agaman

mariette.ursule.nguessan.agaman@randstaddigital.com