Business Analyst

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Job Title: Business Analyst

Department: Operations / Business Excellence / Strategy

Reports To: Operations Vice President/ Operations Director

Position Summary

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

• 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.
• 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.
• 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.
• 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.
  
  

• 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).
• Strong analytical, critical thinking, and problem-solving skills.
• Excellent communication and presentation skills.
• Experience in SQL, VBA, or automation tools is a plus.
  
  

• 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