Job Description

We’re looking for a Business Analyst to join our Quality and Analytics team. In this role, you’ll help curate data-driven stories that provide insights and analysis into our Contact Centre operations, with the goal of driving meaningful change in both the agent and customer experience. You’ll work closely with stakeholders to understand business needs, create mock-ups, and communicate project timelines and updates clearly.

RESPONSIBILITIES

• Support the operational needs of the Contact Center and increase insights into customer interactions.
• Curate new data products that package Call Center performance information into easily readable and understandable formats.
• Propagate techniques for answering basic report questions and conveying data definitions.
• Use statistical analyses and mathematical models to derive insights about Call Center operations.
• Maintain solutions for data governance and documentation.
• Partner with other departments to build holistic cross functional dashboards for executives.
• Use data to analyze Call Center performance, identify trends, and provide feedback to Managers and Trainers while improving SLAs and CSAT.
• Meet with Managers to identify their analytical needs for growing their departments.
• Create tickets and report/dashboard mock-ups for new reporting functionality based on stakeholder requirements.
• Act as liaison between stakeholders and cross-functional support teams for data issues
• Monitor industry trends to watch for new functionality and best practices that can be introduced to improve productivity.
• Report on current performance trends to Management and Executives.

Requirements

• Bachelor’s Degree in Business Analytics or related field.
• 1+ years experience with Data Analytics
• Proficiency in Power BI including creating dashboards and data connections
• Prior experience and in depth understanding of omni-channel contact centers
• Create data driven presentations for executives on short notice
• Adept at handling multiple simultaneous projects
• Excellent written and verbal communication skills with an aptitude for analytical thinking
• Ability to work in a fast-paced dynamic environment with shifting priorities
• Must be proactive, self-motivated, and be able to work both independently and collaboratively