Senior Business Analyst - Operations Analytics

About the Company

About the Role

We are seeking an experienced analytics professional from a BPO, contact center, healthcare operations, or shared services environment to partner with business leaders in driving operational performance through data and insights. The successful candidate will combine strong business acumen, advanced analytical skills, and operational expertise to identify opportunities, solve business challenges, and deliver actionable recommendations that improve business outcomes.

Responsibilities

• Analyze operational, workforce, financial, and business performance data to identify trends, risks, and opportunities.
• Develop dashboards, scorecards, and reports that provide meaningful insights to business leaders.
• Partner with Operations Leaders to understand business challenges and recommend data-driven solutions.
• Conduct root cause analysis and translate findings into actionable business recommendations.
• Monitor key operational metrics and identify opportunities to improve productivity, efficiency, quality, and service performance.
• Drive reporting automation, process improvements, and analytical solutions that support decision-making.
• Present insights, trends, and recommendations to senior leaders and stakeholders.
• Manage multiple analytics initiatives and deliver timely, accurate, and impactful results.

Qualifications

• Bachelor's degree in Business, Analytics, Statistics, Economics, Finance, Engineering, or a related field.
• 5+ years of experience in Business Analytics, Operations Analytics, Workforce Analytics, Business Intelligence, or Performance Reporting.
• Experience supporting BPO, Contact Center, Healthcare Operations, Shared Services, or Customer Service Operations.
• Advanced Microsoft Excel skills, including Pivot Tables, Power Query, data modeling, complex formulas, and dashboard development.
• Experience with Power BI, SQL, Tableau, or similar analytics and visualization tools.
• Strong understanding of operational metrics
• Proven experience partnering with Directors, Senior Managers, and Operations Leaders.
• Strong analytical, problem-solving, communication, and stakeholder management skills.
• Demonstrated ability to influence decisions and drive results through data-driven insights.

Required Skills

• Advanced Microsoft Excel skills, including Pivot Tables, Power Query, data modeling, complex formulas, and dashboard development.
• Experience with Power BI, SQL, Tableau, or similar analytics and visualization tools.
• Strong analytical, problem-solving, communication, and stakeholder management skills.
• Demonstrated ability to influence decisions and drive results through data-driven insights.

Preferred Skills

• Experience in healthcare operations or payer/provider environments.
• Experience supporting large-scale contact center operations.
• Exposure to Workforce Management (WFM), forecasting, and capacity planning.
• Experience leading operational excellence or process improvement initiatives.

Why Join Us

You'll work closely with leaders across the organization to influence key business decisions, improve operational performance, and deliver meaningful impact through analytics and insights.