Job Description

ABOUT US:

CEF Solutions Inc. is a Consulting Services and Business Process Outsourcing (BPO) company specializing in BPO Operations, Operations Management, Process Engineering and Innovation, Cost Optimization, and Staffing solutions. We take pride in our expertise in providing specialized staffing services, ensuring that clients have access to top talent that aligns with their operational goals. We service some of the largest multinational companies in the world and are expanding quickly by delivering an unmatched end-to-end client experience.

Company website: www.CEF.inc

We are looking- for an Operations Business Analyst to support the Canada After-Sales Operations team in handling operational reporting, dashboard management, data analysis, and report automation across different business functions. This role will mainly focus on consolidating reports, improving dashboard visibility, reducing manual reporting work, and providing operational insights to support decision-making. The role will support multiple areas, including but not limited to Contact Center Operations, Returns, Refunds, Service Operations, Dealer Support, Ecommerce, Escalation Management, and other business functions within Canada After-Sales Operations.

Reporting & Dashboard Management

• Prepare and maintain operational reports and dashboards
• Consolidate reports from different teams into a centralized reporting structure
• Automate manual reports whenever possible to improve efficiency
• Generate daily, weekly, monthly, and ad hoc reports for management review
• Track and monitor operational KPIs including, but not limited to:
  
  o SLA
  
  o AHT
  
  o CSAT
  
  o Return Ratio
  
  o Refund Trends
  
  o RTAT
  
  o Backlog Volume
  
  o Productivity Metrics
  
  o Service Performance
  
  o Other operational metrics as required by the business

Data Analysis & Business Support

• Analyze operational data and identify trends, gaps, and improvement opportunities
• Support leadership presentations, business reviews, and operational meetings
• Provide insights and recommendations based on reporting results
• Assist teams in improving reporting visibility and operational tracking
• Support forecasting, volume analysis, and peak season planning

Process Improvement & Automation

• Identify opportunities to streamline reporting processes and reduce manual work
• Support dashboard enhancements and reporting automation initiatives
• Create and maintain standardized reporting templates and trackers
• Work with internal stakeholders to improve data accuracy and reporting efficiency

Cross-Functional Support

• Work closely with Operations, Service, QA, Ecommerce, Dealer Support, Escalation teams, and other business stakeholders as needed
• Support reporting requests from management and stakeholders
• Assist in maintaining reporting documentation and process guides
• Perform other reporting, analytics, and process improvement activities as assigned
  
  

Qualifications

• Bachelor's degree in Business, Analytics, Information Systems, or a related field
• 2–5 years of experience in reporting, business analysis, or operational analytics
• Advanced Excel skills required
• Experience with Power BI, Tableau, or similar dashboard tools preferred
• Strong analytical, organizational, and problem-solving skills
• Experience handling operational reports and KPIs
• Experience in home appliance, consumer goods, after-sales, customer service, or contact center operations is preferred
• Experience with systems such as AWS Connect, Zendesk, Dexwell, Shopify, or similar platforms is an asset