Job Description

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!

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!