Business Analyst

Tatu City requires a results-driven Business Analyst to join the Quality and Analytics division. In this capacity, the selected professional curates data-driven narratives that deliver critical insights and performance analytics into contact centre operations, with the ultimate objective of optimizing both agent efficiency and the overall customer experience. This role demands close collaboration with key stakeholders to analyze business requirements, develop precise reporting mock-ups, and transparently manage project milestones.

Responsibilities

• Support operational demands within the Contact Centre while expanding visibility into customer interactions and engagement patterns.
  
• Curate advanced data products that synthesize call center performance metrics into accessible, actionable formats for stakeholders.
  
• Establish and propagate standardized methodologies for answering core reporting inquiries and maintaining clear data definitions.
  
• Apply statistical analyses and quantitative models to uncover deep operational insights across call center workflows.
  
• Maintain rigorous solutions for data governance, quality control, and comprehensive documentation.
  
• Partner with cross-functional departments to construct holistic executive dashboards.
  
• Leverage data analytics to evaluate call center performance, spot emerging trends, and deliver constructive feedback to managers and trainers to optimize SLAs and CSAT scores.
  
• Consult regularly with departmental managers to identify ongoing analytical requirements for business growth.
  
• Design technical tickets and dashboard mock-ups for novel reporting functionalities based on precise stakeholder specifications.
  
• Act as the primary liaison between business stakeholders and cross-functional support teams to resolve data discrepancies.
  
• Monitor industry trends and emerging technologies to introduce best practices that elevate productivity.
  
• Deliver high-level performance trend reports directly to management and executive leadership.
  

Requirements

• Bachelor’s Degree in Business Analytics, Data Science, or a related analytical discipline.
  
• Minimum of 1 year of professional experience in Data Analytics.
  
• Demonstrated proficiency in Power BI, including dashboard development and complex data connections.
  
• Prior experience and comprehensive understanding of omni-channel contact center environments.
  
• Proven ability to synthesize and present data-driven presentations to executives under tight deadlines.
  
• Exceptional aptitude for managing multiple parallel projects efficiently.
  
• Outstanding written and verbal communication skills paired with robust analytical problem-solving abilities.
  
• Capability to thrive in a fast-paced environment characterized by shifting priorities and dynamic workflows.
  
• High degree of self-motivation, proactivity, and teamwork across independent and collaborative settings.