Business Analyst – Analytics & Insight Team

About the role

We are looking for an experienced Business Analyst to join our Analytics & Insight team. In this role you will leverage contact‑center data, business performance metrics, and analytical insights to identify opportunities, support operational excellence, and drive business performance.

Key responsibilities

• Analyze contact‑center data, KPIs and operational performance to spot trends, gaps and opportunities.
• Translate business requirements into actionable analytical solutions and recommendations.
• Develop and maintain reports, dashboards and performance analyses.
• Prepare and deliver insightful presentations to internal stakeholders and clients.
• Collaborate with the BI & Reporting team to enhance dashboards and visualisations using Power BI.
• Support continuous‑improvement initiatives by providing data‑driven recommendations.
• Use speech‑analytics and interaction data to uncover customer and operational insights.
• Partner with internal stakeholders to understand business needs and translate them into analytical requirements.
• Present findings, insights and actionable recommendations to management and clients.
• Work closely with Operations, Analytics, Data Science & Engineering teams to support business objectives.
• Act as a trusted advisor by delivering data‑driven insights to improve operational performance.
• Manage multiple analytical projects and priorities in a fast‑paced environment.

Required profile

• Minimum 2 years experience as a Business Analyst or in a similar analytical role, preferably within a call‑center or customer‑service environment.
• Fluent in French and English, both written and spoken, with excellent communication skills.
• Intermediate knowledge of Power BI for data visualisation and reporting.
• Strong analytical, problem‑solving and critical‑thinking abilities.
• Good understanding of call‑center operations, KPIs and performance metrics.
• Ability to translate complex data into clear, actionable business insights.
• Ability to manage multiple priorities and work independently in a fast‑paced environment.

Required skills

• Power BI
• Speech‑analytics tools (e.g., CallMiner)