Business Analyst

Job Responsibilities:

• Measuring ongoing performance, understanding key drivers and communicating insights to supervisors
• Preparation and maintenance of daily, weekly and monthly external client reporting across all campaigns, internal site reporting, weekly and monthly, scorecard data at project level
• Analyzing of project trends to predict long term and short term staffing needs/ requirements
• To ensure sufficient resources with the right skills to achieve Service Level, Occupancy and abandonment goals
• Managing of Resource Planning/ Forecasting/ Real Time of multiple multi channel project across regions & Europe

Qualifications:

• Bachelor of Science degree in any of the following or related areas: Informatics, Mathematics, Statistic, Econometrics, Business Studies
• Minimum of 6 months call center experience as support advisor
• Excellent conversational and written knowledge in English
• Excellent knowledge of all MS office tools (Word, Excel, PowerPoint, Access, Outlook)
• Knowledge of Contact Centre / Operational Environment

Personal Skills:

• Excellent analytical and process flow optimization skills
• Strong numerical/statistical knowledge
• Ability to work under pressure and to tight deadlines with minimal supervision
• Good communicator, with both verbal and written communication skills
• Well organized, with the ability to organize, plan and priorities
• Motivated and enthusiastic
• Excellent IT skills, in particular Excel, Access and Power Point, to ensure the accurate input of data