Senior Business Analyst – Call Centre Operations
Skills
About This Role
Overview
We are looking for a
Senior Business Analyst
to join our team and support data-driven decision-making and operational performance improvement.
Key Responsibilities
- Analyze operational data (calls, leads, AHT, SLA, conversion, productivity) to identify trends, gaps, and improvement opportunities.
- Provide actionable insights to improve performance, efficiency, and customer experience.
- Monitor key KPIs and conduct root cause analysis (RCA) for performance deviations.
- Design and maintain daily, weekly, and monthly performance reports.
- Build and manage automated dashboards using Excel and Power BI for real-time reporting.
- Ensure accuracy, consistency, and alignment of reporting with business requirements.
- Identify inefficiencies in workflows, processes, and resource utilization.
- Recommend and implement data-driven solutions to improve productivity and reduce costs.
- Support workforce planning through forecasting, volume analysis, and staffing models.
Requirements
- Experience in business analysis, data analysis, or operations reporting.
- Strong knowledge of KPIs, reporting, and performance analysis.
- Proficiency in Excel; Power BI is an advantage.
- Strong analytical and problem-solving skills.
- Experience in operations or contact center environment is preferred.
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