Business Analyst

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world**Job Title: Business Analyst****Department: Operations / Business Excellence / Strategy****Reports To: Operations Vice President/ Operations Director****Position Summary:**The **Business Analyst (BA)** is responsible for analyzing business processes, identifying performance gaps, and recommending data-driven solutions to improve efficiency, productivity, and profitability. The role requires strong analytical, communication, and collaboration skills to translate operational insights into actionable strategies that drive organizational success.**Key Responsibilities:****1. Data Analysis and Reporting*** Proactively Gather, interpret, and analyze operational data to identify trends, risks, and opportunities.* Proactively Create **dashboards, scorecards, and analytical reports** to support data-driven decision-making.* Proactively Develop and maintain performance tracking tools (e.g., RPH, AHT, CSAT, QA, revenue, productivity, attrition).* Proactively Conduct variance and root cause analysis to explain performance deviations and provide actionable insights.**2. Business Process Improvement*** Proactively Map and evaluate current business processes to identify inefficiencies and improvement opportunities.* Proactively Propose automation, standardization, or process redesign initiatives to enhance overall productivity.* Proactively Partner with OPEX, Operations, WFM, Quality and Training teams to drive process optimization initiatives.* Proactively Track the success of improvement projects using metrics and defined KPIs.**4. Stakeholder Management*** Proactive and Work closely with Operations and Support Teams to gather requirements and present insights.* Proactively Participate in client or internal calibration meetings to report findings and recommend solutions.* Proactively Communicate analytical results effectively through clear visualizations, reports, and presentations.**5. Project and Initiative Support*** Proactively Support the rollout of new initiatives, pilots, or client-driven projects by providing data validation and monitoring success metrics.* Proactively Document business requirements and maintain alignment between technical and business teams.* Proactively Ensure that all initiatives are measurable and tied to clear performance outcomes.**Qualifications:*** At least **2–4 years of experience** in business analysis, reporting, or process improvement (BPO experience preferred).* Proficient in **Excel (advanced formulas, pivot tables, macros)** and **data visualization tools** (e.g., Power BI, Tableau, Looker Studio).* Strong analytical, critical thinking, and problem-solving skills.* Excellent communication and presentation skills.* Experience in **SQL, VBA, or automation tools** is a plus.**Core Competencies:*** Analytical Thinking and Problem Solving* Business Process Understanding* Data Visualization and Storytelling* Collaboration and Stakeholder Management* Strategic and Commercial Awareness* Attention to Detail and Accuracy* ProactiveJoin the A-Team and experience the A-LifeAcquire Intelligence is an award-winning, global business outsourcer with 10,000 staff and over 16-years’ experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of “big business.” We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages. Acquire takes your privacy very seriously. The information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities. If you have provided consent and wish to withdraw it, you may click on the account settings and submit a request to delete your information. You may also inform us by writing to the address in the section on “Access Rights to Personal Data” or send us an email to Please refer to our Privacy Policy at#J-18808-Ljbffr