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Job Title: Business Analyst
Department: Operations / Business Excellence / Strategy
Reports To: Operations Vice President/ Operations Director
Position Summary
The
Business Analyst (BA) is responsible for analyzing business processes, identifying performance gaps, and recommending data-driven solutions to improve efficiency, productivity, and profitability. The role requires strong analytical, communication, and collaboration skills to translate operational insights into actionable strategies that drive organizational success.
Key Responsibilities
- Data Analysis and Reporting
- Proactively Gather, interpret, and analyze operational data to identify trends, risks, and opportunities.
- Proactively Create dashboards, scorecards, and analytical reports to support data-driven decision-making.
- Proactively Develop and maintain performance tracking tools (e.g., RPH, AHT, CSAT, QA, revenue, productivity, attrition).
- Proactively Conduct variance and root cause analysis to explain performance deviations and provide actionable insights.
- Business Process Improvement
- Proactively Map and evaluate current business processes to identify inefficiencies and improvement opportunities.
- Proactively Propose automation, standardization, or process redesign initiatives to enhance overall productivity.
- Proactively Partner with OPEX, Operations, WFM, Quality and Training teams to drive process optimization initiatives.
- Proactively Track the success of improvement projects using metrics and defined KPIs.
- Stakeholder Management
- Proactive and Work closely with Operations and Support Teams to gather requirements and present insights.
- Proactively Participate in client or internal calibration meetings to report findings and recommend solutions.
- Proactively Communicate analytical results effectively through clear visualizations, reports, and presentations.
- Project and Initiative Support
- Proactively Support the rollout of new initiatives, pilots, or client-driven projects by providing data validation and monitoring success metrics.
- Proactively Document business requirements and maintain alignment between technical and business teams.
- Proactively Ensure that all initiatives are measurable and tied to clear performance outcomes.
Qualifications
- At least 24 years of experience in business analysis, reporting, or process improvement (BPO experience preferred).
- Proficient in Excel (advanced formulas, pivot tables, macros) and data visualization tools (e.g., Power BI, Tableau, Looker Studio).
- Strong analytical, critical thinking, and problem-solving skills.
- Excellent communication and presentation skills.
- Experience in SQL, VBA, or automation tools is a plus.
Core Competencies
- Analytical Thinking and Problem Solving
- Business Process Understanding
- Data Visualization and Storytelling
- Collaboration and Stakeholder Management
- Strategic and Commercial Awareness
- Attention to Detail and Accuracy
- Proactive
Join the A-Team and experience the A-Life!
