Job Summary:
We are seeking a dynamic and detail-oriented Business Analyst to join our Contact Centre team
The ideal candidate will have 2-4 years of experience in a business analyst role, with a focus on contact centre operations.
As a Business Analyst, you will play a critical role in analyzing contact centre performance, identifying areas for improvement, and implementing solutions to enhance efficiency and customer satisfaction.
Key Responsibilities
- Collect and analyze data related to contact centre operations, including call volumes, handling times, customer satisfaction scores, and agent performance metrics.
- Identify trends, patterns, and insights from contact centre data to help drive business decisions and improve operational performance.
- Work closely with contact centre managers and stakeholders to understand business requirements and translate them into actionable insights and recommendations.
- Develop and maintain reports, dashboards, and KPIs to track contact centre performance and monitor progress towards operational goals.
- Conduct root cause analysis of contact centre issues and recommend solutions to address performance gaps and optimize processes.
- Collaborate with cross-functional teams, including IT, Quality Assurance, Training, and Operations, to implement process improvements and system enhancements.
- Participate in contact centre projects and initiatives, providing analytical support and expertise to ensure successful outcomes.
- Stay informed about industry trends, best practices, and emerging technologies in contact centre operations and business analysis.
- Prepare and present findings, insights, and recommendations to senior management and other stakeholders.
Required Qualifications
- Master's/Bachelor's degree in Business Administration, Management Information Systems, or a related field.
- 2-4 years of experience in a business analyst role, preferably in a contact centre or customer service environment.
- Strong analytical skills with the ability to collect, organize, and analyze large datasets using tools such as Microsoft Excel, SQL, or Tableau.
- Proficiency in contact centre technologies and systems, such as IVR, ACD, CRM, and workforce management software.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels of the organization.
- Proven ability to translate business requirements into technical solutions and vice versa.
- Detail-oriented with strong problem-solving skills and a proactive approach to identifying and resolving issues.
- Ability to work independently and manage multiple projects simultaneously in a fast-paced environment.
- Flexibility to adapt to changing priorities and business needs.
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