Business Analyst

Position Summary:

The Business Analyst is responsible for working with the global Business Intelligence team in order to provide reports, insight, and analysis for various client and internal projects focused on our contact center business. In this role, you will be responsible for formulating sound strategies, providing insight into business operations through statistical analysis, report creation, and project management. The ideal candidate will apply high-quality expertise to the implementation of our Business Intelligence solutions that leverage our reporting packages, technology platforms, and analytical tools. 

The Business Analyst role is a combination of hands-on analysis along with report design. This position will require excellent communication and analytical skills. The responsibilities of this role include managing multiple projects, providing analytical guidance, implementing reports and report modifications, meeting with the account and client teams, and adding value to operational projects through data driven insight.

Essential Functions and Responsibilities:

• Meet with end users to understand business needs and gather requirements


• Translate requirements into actionable reports


• Provide consultative support to our clients that is data-based, analysis-driven, and grounded in a solid understanding of call center operations and customer relationship management


• Manage projects, tasks, and systems utilizing project management methodology


• Extracting data from multiple source systems and creating comprehensive reports for our end users


• Perform various ad-hoc analyses, including but not limited to, customer satisfaction analysis, tenure and learning curve analysis, quality of service analysis, contractual KPI driver analysis, and financial performance


• Consult with end-users to help define specifications for the analysis projects and system enhancements


• Implement streamlined and automated solutions for reporting practices


• Become an expert in client-owned systems and tools in order to provide recommendations to the account team on how to best utilize the system for their business

Experience, Skills, and Education Requirements:

• Strong problem-solving and analytical skills


• Strong understanding of data collection, management, and analysis


• Must have at least a year call center experience and familiarity with operational/business metrics


• Bachelor's degree or 4 years equivalent work experience in related field


• Microsoft Excel expert (lookups, formulas, pivots, macros)


• Proficiency in MS Office


• SQL experience (writing SQL statements to analyze data: joining, filtering, aggregating)


• Visual design experience (web pages, dashboards, presentations)


• Call center / BPO experience


• Excellent technical writing skills and verbal communication skills


• Experience or working knowledge in Project Management preferred


• Experience in requirements management, analysis and communication preferred


• Strong leadership skills and ability to work with minimum supervision