Senior Business Analyst - Call Centre Operations

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.