Business Analyst

About the Job

The Business Analyst plays a critical role in optimizing call center operations. This role is responsible for analyzing data, identifying opportunities for improvement, and collaborating with cross‑functional teams to implement solutions that enhance operational efficiency and customer satisfaction.

Responsibilities

• Data Analysis: Collects, analyzes, and interprets call center data, including call volume, average handle time, and customer satisfaction scores. Identifies trends, root causes of issues, and areas for performance and process improvement. Ensures data accuracy and consistency to support informed decision‑making.
• Process Improvement: Works closely with call center managers and agents to document and map current workflows. Identifies process gaps and operational bottlenecks impacting efficiency and customer experience. Develops and recommends strategies to streamline processes and reduce operational costs.
• Pe...