Business Analyst (Data Analyst) (Ref 25849)

Responsibilities

. Extract and clean the data from various data sources to generate daily, weekly and monthly reports.

. Writing SQL queries to retrieve information quickly.

. Fulfil ad-hoc data request from client and management.

. Work / Collaborate with Developer(s) to automate reports

. Liaise with client on data related queries

. Analyze contact center performance metrics, including call volume, response times, and customer satisfaction scores.

. Develop and maintain dashboards and reports to monitor key performance indicators (KPIs).

. Identify trends and patterns in data to inform operational improvements and strategy.

. Collaborate with management and other departments to develop actionable insights and recommendations.

. Support the implementation of process improvements based on data findings.

. Ensure data integrity and accuracy.

Requirements

. Minimum Bachelors in Business, Computer Science, Mathematics, Data Analytics, or a related field.

. At least 1 to 3 year of experience building reports using Excel, SQL AWS Quick sight or any other business intelligence and data analytics tools.

. Proficiency in data analysis tools (e.g., Excel, SQL, Python) and data visualization software (e.g., Tableau, Power BI).

. Proven experience in data analysis, preferably in a contact center environment.

. Strong communication and presentation skills

. Proactive and able to work independently with minimum supervision.

. Excellent time management with strong critical thinking and ability to handle pressure.

. Detail-oriented with a strong focus on accuracy and data integrity.

. Familiarity with statistical analysis and modeling.

Licence no: 12C6060