Business Analyst

Transcom

We are looking for an exceptional Business Analyst to join our team in the 5th Settlement! If you're a data wizard who can transform complex numbers into actionable business insights, we want to talk to you.

This role is critical for driving operational efficiency and improving customer experience by leveraging deep data analysis and root cause identification.

Key Responsibilities

• Performance Analysis & Insight Generation:

  • Conduct deep-dive analysis on performance metrics, including CSAT, AHT, and Service Level, to identify trends, variances, and performance gaps.
  • Perform root cause analysis on underperforming KPIs and provide data-backed recommendations for operational improvements.
  • Verify the compliance of the implemented solutions with the analyzed requirements
    

• Reporting & Dashboard Development:

  • Design, develop, and maintain interactive dashboards and reports (Looker Studio) that clearly visualize performance attributes.
  • Ensure all reporting is accurate, timely, and aligned with stakeholder needs, providing daily, weekly, and monthly operational views.
  • Present key findings and strategic insights to senior management, translating complex data analysis into clear, business-focused narratives.
  • Validate the accuracy and integrity of data sources used for all performance reporting.
  • Preparing needed business reviews and reports.
    

• Financial & Resource Calibration:

  • Analyze and report on financials, including cost, utilization rates, and operational expenditures.
  • Develop and track the financial impact of proposed process and performance improvements.

What We're Looking For:

• Advanced Excel Mastery: You must be highly proficient with Pivot Tables, VLOOKUP/XLOOKUP, Nested Formulas (IF/AND/OR), and Conditional Formatting to handle large, complex datasets quickly.