Business Analyst

23 hours ago

Pasig, National Capital Region, Philippines Acquire Intelligence Full time ₱1,200,000 - ₱2,400,000 per year
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
  • Proactive
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