Business Analyst
Core
Manage analytics function for international contact centres by coordinating data collection, reporting, and analysis to drive operational excellence and strategic planning.
Role type
Senior Business Analyst (Planning & Analysis)
Builds
Actionable insights, performance reports, and workforce planning forecasts for contact centre operations
Domain
Contact Centre Operations / Business Intelligence
Deliverable
dashboards & analysis
Required skills
Data analysis, Forecasting, Excel (advanced), Tableau, Stakeholder management, Reporting, Operational analysis, Data consolidation
Preferred skills
Strategic planning, Process improvement, Independent work
Technologies
Tableau, Excel
Responsibilities
Prepare daily, weekly, and monthly performance reports; Analyze incentive targets, call volume trends, and performance metrics; Compile and mine data from multiple contact centre sources; Support workforce planning through forecasting; Identify opportunities to improve reporting processes and analytical models.
Seniority
Mid-Senior, hands-on IC
