About the job We are looking for a Senior Business Analyst to join our team and support data-driven decision-making and operational performance improvement. Key Responsibilities: Analyze operational data (calls, leads, AHT, SLA, conversion, productivity) to identify trends, gaps, and improvement opportunities. Provide actionable insights to improve performance, efficiency, and customer experience. Monitor key KPIs and conduct root cause analysis (RCA) for performance deviations. Design and maintain daily, weekly, and monthly performance reports. Build and manage automated dashboards using Excel and Power BI for real-time reporting. Ensure accuracy, consistency, and alignment of reporting with business requirements. Identify inefficiencies in workflows, processes, and resource utilization. Recommend and implement data-driven solutions to improve productivity and reduce costs. Support workforce planning through forecasting, volume analysis, and staffing models. Requirements: Experience in business analysis, data analysis, or operations reporting. Strong knowledge of KPIs, reporting, and performance analysis. Proficiency in Excel; Power BI is an advantage. Strong analytical and problem-solving skills. Experience in operations or contact center environment is preferred.
