Senior Business Analyst – Call Centre Operations

About the role

We are seeking a Senior Business Analyst to drive data‑focused improvements within our call centre operations. The role will support decision‑making by turning operational data into actionable insights that enhance performance, efficiency and the customer experience.

Key responsibilities

• Analyse operational metrics such as calls, leads, AHT, SLA, conversion and productivity to spot trends and gaps.
• Provide actionable recommendations to boost performance, efficiency and customer satisfaction.
• Monitor key KPIs and perform root‑cause analysis for any performance deviations.
• Design, maintain and distribute daily, weekly and monthly performance reports.
• Build and manage automated dashboards in Excel and Power BI for real‑time reporting.
• Ensure reporting accuracy, consistency and alignment with business requirements.
• Identify workflow inefficiencies, process bottlenecks and sub‑optimal resource utilization.
• Recommend and implement data‑driven solutions to increase productivity and reduce costs.
• Support workforce planning through forecasting, volume analysis and staffing models.

Required profile

• Proven experience in business analysis, data analysis or operations reporting.
• Strong understanding of KPIs, reporting standards and performance analysis.
• Excellent analytical and problem‑solving abilities.
• Experience in a contact‑center or similar operational environment is preferred.

Required skills

• Advanced Excel
• Power BI (advantage)