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Business Performance Analyst (Call Centre Operation)
A. Position Overview
As a Business Analyst Executive, you will review and analyse current and proposed business operations, including financial statements, key performance indicators (KPIs), and other metrics, to identify improvement opportunities. You will assess the overall effectiveness of the business and its departments, using data analytics to evaluate processes, identify requirements, and provide data-driven reports and recommendations to executives and stakeholders.B. Key Responsibilities
1. Strategic Oversight Gather, review and analyse business and industry data, including KPIs, financial reports and other key metrics using data analytics tools Familiarity with industry technology systems to gather data
Experience in testing and mapping various business processes and protocols Analyse data to identify trends, patterns, and insights that inform business decisions
Participate in testing and validating new systems and processes to meet business requirements.
2. Process Improvement
Examine current corporate procedures to find inefficiencies and suggest improvements to boost output and reduce costs
Develop and document business process models to illustrate current and future states
Create detailed documentation of business requirements, processes, and solutions
3. Stakeholder Management
Must be able to work with all levels of the organization in capturing, managing and communicating metrics
Communicate findings, recommendations, and project updates to stakeholders and executives
4 Collaboration
Collaborate with stakeholders to understand their needs and gather detailed business requirements
Working within multidisciplinary teams to execute project deliverables
Propose and design technical and process solutions that meet business needs and objectives
C. Qualifications
Educational Background: Possess at least Diploma and above, in any field. SPM graduates may be considered if they have relevant working experience. Experience: Minimum of 2 years of related experience in call centre/ BPO setting Skills:
o The capacity to gather, handle, and decipher complicated datasets to derive essential insights influencing business choices.
o Ensure that all points of view are considered by actively listening to fully grasp stakeholder needs, concerns, and feedback. Produce emails, reports, and other clear and easy paperwork for stakeholder analysis.
o Competent in data analysis and presentation using a variety of software platforms, including Power BI, Tableau, SQL, and Excel.
o Applying creative thinking to produce novel solutions that enhance business operations and results o Excellent written and verbal communication skills o Well-developed analytical skills and the ability to provide clarity to complex issues and synthesize large amounts of information.
o An ability to identify the root causes of issues by analysing patterns and trends. o Prior experience working in an environment of frequent change
