We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
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:
1. 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.
2. 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.
4. 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.
5. 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 2–4 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) and AI tool like Claude.
- 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!
