Overview:
We are looking for a highly analytical and driven Business Analyst to support our Contact Center operations. In this role, you will play a critical part in transforming data into meaningful insights that drive operational performance, enhance customer experience, and support strategic decision-making.
You will collaborate closely with internal stakeholders and leadership teams to design dashboards, identify trends, and deliver actionable recommendations in a fast-paced, technology-driven environment.
Key Responsibilities:
- Design, develop, and maintain Power BI dashboards and automated reports to monitor performance and trends
- Perform data analysis and translate findings into clear, actionable insights and business recommendations
- Define, track, and report on key performance indicators (KPIs) related to operations and customer experience
- Provide ad-hoc analysis to support business reviews and strategic initiatives
- Integrate and analyze data from multiple sources to answer complex business questions
- Collaborate with Operations and leadership teams to align insights with business objectives
- Serve as the subject matter expert for reporting, analytics, and trend analysis
- Continuously optimize reporting processes to eliminate redundancies and ensure a single source of truth
- Automate data preparation and reporting workflows where possible
- Conduct market research and benchmarking to identify opportunities for improvement and industry best practices
What We're Looking For:
- Strong experience in data analysis, preferably in a contact center or operations environment
- Proficiency in Power BI and data visualization tools
- Ability to interpret complex data and present insights in a clear and compelling way
- Strong analytical thinking and problem-solving skills
- Excellent communication and stakeholder management skills
- Experience working with multiple data sources and large datasets
- Proactive mindset with a focus on continuous improvement and automation
