Business Analyst (Call Center/BPO)

About the role

The Business Analyst will work under the direction of a Business Intelligence Lead, supporting call‑center and BPO operations by turning raw data into actionable insights. The role focuses on data extraction, modeling, reporting and storytelling to drive operational performance.

Key responsibilities

• Extract, clean and maintain data from multiple operational sources.
• Design and transform data models to support reporting needs.
• Generate weekly, monthly and quarterly reports using Excel, Google Suite, Looker Studio, LookML, GCP and BigQuery.
• Identify trends, patterns and prescriptive actions for operations teams.
• Collaborate with managers, WFM, coaching and other support functions to gather requirements.
• Develop visualizations and narratives that simplify complex data stories.

Required profile

• Strong analytical and statistical thinking with the ability to prioritize tasks.
• Excellent written and oral communication skills.
• Professional attitude and a passion for data quality and continuous improvement.
• Ability to learn and navigate new tools and dashboards quickly.

Required skills

• Microsoft Excel
• Microsoft PowerPoint
• Google Workspace (G Suite)
• Looker Studio / LookML
• Google Cloud Platform
• BigQuery

What we offer

• Opportunity to influence operational performance through data‑driven insights.
• Collaborative environment with a focus on professional growth.