We are seeking a highly analytical and detail-oriented Business Analyst with strong experience in data analysis, reporting, and business process improvement. The ideal candidate will play a key role in transforming data into actionable insights, supporting decision-making, and driving operational efficiency.

Key Responsibilities:

• Conduct business process analysis to identify improvement opportunities and optimize workflows
• Gather, document, and manage business and functional requirements
• Design and develop interactive dashboards and reports to support data-driven decisions
• Prepare and deliver business case presentations to stakeholders
• Translate complex data into clear insights for both technical and non-technical audiences
• Collaborate with cross-functional teams to implement analytics solutions and process enhancements

Preferred Experience

• Prior experience in Business Analytics within a BPO (Business Process Outsourcing) environment

Required Skills & Qualifications

• Proficiency in Microsoft Excel and PowerPoint
• Strong experience with Power Query and Power Pivot
• Excellent English communication skills (written and verbal)
• Basic understanding of database structures, tables, and data relationships
• Strong analytical, problem-solving, and critical-thinking abilities

Preferred / Nice-to-Have Skills

• Experience in scheduling, forecasting, and capacity planning
• Hands-on experience with Salesforce reporting (Classic & Lightning)
• Ability to create and modify Salesforce reports
• Experience in Zendesk report creation, including MAQLs
• Familiarity with Microsoft PowerApps and Power Automate
• Experience building or optimizing analytical/solving models

Key Competencies

• Strong attention to detail and data accuracy
• Stakeholder management and presentation skills
• Ability to work independently and manage multiple priorities
• Continuous improvement mindset

Peak Support and our Work-from-Home PLUS model

At Peak Support, we are dedicated to providing exceptional service to our clients and an exceptional work environment for our team members.

We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging and performance-driven culture that enables our team members to build rewarding, long-term careers. We’re proud that our Glassdoor rating of 4.5 is the highest in the Business Process Outsourcing industry.

Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth. Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote team members.