Job Description

About Keen

At Keen, we don't just deliver services — we embed ourselves into the heart of our clients' businesses. From digital marketing and creative to customer experience, we craft bold, high-performance digital experiences for global brands.

Keen helps some of the most exciting U.S. and international brands scale smarter by embedding expert teams that drive results across marketing, creative, customer experience, and sales.

We're not a legacy BPO. We're a partner in growth — and that's where you come in.

About the Role

We’re looking for a Business Analyst to bridge the gap between business needs and operational execution. In this role, you’ll analyse processes, identify opportunities for improvement, and provide data-driven recommendations that enhance efficiency, productivity, and the overall customer experience.

Working closely with Operations, Workforce Management, Quality Assurance, Training, and Leadership teams, you’ll gather requirements, evaluate current processes, and help implement solutions that support continuous improvement and informed decision-making across the business.

This role is ideal for someone who thrives on structured data, understands contact centre environments, and can translate insights into meaningful operational action.

What You’ll Do

• Analyze core support metrics such as AHT, FCR, CSAT, SLA adherence, productivity, and performance trends across teams.
• Build and maintain reporting dashboards and reports using tools like Power BI, Tableau, Looker, or Excel.
• Identify performance trends, customer friction points, and operational gaps through deep-dive analysis.
• Conduct root cause analysis and deliver clear, practical, data-backed recommendations to internal and client stakeholders.
• Support volume forecasting, capacity planning, and workforce planning through analytical insights in partnership with the WFM team.
• Prepare reports, presentations, and business cases for leadership to support strategic decision-making.
• Participate in strategic projects involving process optimization, automation, reporting enhancements, and operational transformation.
• Gather, document, and translate business requirements for analytics and operational improvements, ensuring clear alignment across internal stakeholders.
• Present insights and performance reports

Requirements

What We’re Looking For

• 3+ years of experience as a Business Analyst, Operations Analyst, or a similar data analyst role.
• Experience within a BPO, customer experience, contact center, or operations environment is highly advantageous.
• Advanced proficiency in Microsoft Excel and hands-on experience with reporting and visualization tools (Power BI, Tableau, Looker, etc.).
• Analytical mindset with a proven ability to interpret complex data, identify meaningful insights, and translate them into business value.
• Excellent stakeholder management and communication skills, with a strong ability to present findings and tell stories with data to both technical and non-technical audiences.
• Proven experience documenting business requirements, process flows, workflows, and continuous improvement initiatives.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Bachelor’s degree in Business, Information Systems, Statistics, Mathematics, Economics, or a related field is preferred (or equivalent experience).
• Bonus: Experience with SQL, data querying, or continuous improvement methodologies like Lean or Six Sigma.

Benefits

What’s In It for You

• Competitive full-time compensation
• In-office collaboration at our Cape Town office with global teammates
• Transport and Medical allowances
• Work directly with high-growth clients in tech, delivery, and merchant services
• Contribute to real operational improvements and performance acceleration
• Birthday leave + professional development budget
• Be part of a team that values insight, ownership, and measurable impact

This is a full-time in-office role based in Foreshore, Cape Town.