Business Analyst – Contact Centre Analytics

About the role

We are seeking a Business Analyst to join our Quality and Analytics team. You will turn contact‑centre data into clear, actionable stories that improve both agent performance and customer experience.

Key responsibilities

• Support day‑to‑day operational needs of the Contact Centre and increase insight into customer interactions.
• Design and deliver new data products that present call‑centre performance in easy‑to‑understand formats.
• Apply statistical analyses and mathematical models to derive operational insights.
• Maintain data‑governance solutions and documentation.
• Collaborate with other departments to build cross‑functional executive dashboards.
• Analyse performance trends, provide feedback to managers and trainers, and help improve SLAs and CSAT.
• Gather analytical requirements from managers and create mock‑ups for new reporting functionality.
• Act as liaison between stakeholders and cross‑functional support teams for data issues.
• Monitor industry trends and recommend best‑practice improvements.

Required profile

• Bachelor’s degree in Business Analytics or a related field.
• At least 1 year of experience in data analytics.
• Strong written and verbal communication with an analytical mindset.
• Ability to manage multiple projects in a fast‑paced environment.
• Proactive, self‑motivated and comfortable working both independently and collaboratively.

Required skills

• Proficiency in Power BI, including dashboard creation and data connections.

What we offer

• Opportunity to influence contact‑centre strategy through data‑driven insights.
• Collaborative environment with cross‑functional teams.
• Exposure to executive stakeholders and rapid decision‑making.