Business Analyst

• Support the operational needs of the Contact Centre by increasing insights into customer interactions.
• Develop new data products that present Call Centre performance data in clear and understandable formats.
• Promote techniques for answering basic report questions and explaining data definitions.
• Apply statistical analyses and mathematical models to gain insights into Call Centre operations.
• Maintain data governance solutions and documentation.
• Collaborate with other departments to create comprehensive cross-functional dashboards for executives.
• Analyse Call Centre performance data to identify trends and provide feedback to Managers and Trainers, aiming to improve SLAs and CSAT.
• Meet with Managers to determine their analytical needs for department growth.
• Create tickets and design report/dashboard mock-ups for new reporting features based on stakeholder requirements.
• Serve as a liaison between stakeholders and support teams to resolve data issues.
• Monitor industry trends to identify new functionalities and best practices to enhance productivity.
• Report current performance trends to Management and Executives.

• Bachelor's Degree in Business Analytics or a related field.
• At least 1 year of experience in Data Analytics.
• Proficiency in Power BI, including dashboard creation and data connections.
• Prior experience and a thorough understanding of omni-channel contact centres.
• Ability to create data-driven presentations for executives on short notice.
• Skilled at managing multiple projects simultaneously.
• Excellent written and verbal communication skills with strong analytical thinking.
• Ability to work effectively in a fast-paced, dynamic environment with changing priorities.
• Must be proactive, self-motivated, and capable of working independently and as part of a team.

Apply through the employer's official contact. The employer has not published a closing date.