Business Analyst

Business Analyst, Group Contact Centre

We are seeking a highly organised and detail-oriented Business Analyst to support the Group Contact Centre in optimizing processes, improving efficiency and achieving strategic goals/objectives through data-driven insights and recommendations. The ideal candidate will analyse trends, identify opportunities for improvement and leverage data to influence strategies and tactical decisions in the Group Contact Centre. This role requires close collaboration with cross-functional teams, vendors and stakeholders to enhance Contact Centre performance.

Key Responsibilities:

·       Responsible for the acquisition and analysis of data from primary and secondary sources such as workload volumes (including calls, emails, Live Chats), abandoned rates, post-call survey results.

·       Ensure accurate and consistent tracking of data for the reporting of Contact Centre performance and Key Result Areas. Responsible for data validation and analysis, maintain databases to relate to Contact Centre’s operational needs.

·       Prepare and deliver presentations on Contact Centre performance. Develop workload projections and capacity planning to anticipate future capacity needs and inform resource allocation and hiring strategies.

·       Drive operational efficiency through analysis, engaging users (including internal stakeholders and external vendors) to understand business processes and current problems and recommend solutions aligned with standard methodologies such as project management frameworks and best practices.

·       Support projects involving tech refresh of Contact Centre technology to maintain and streamline operational performance and security e.g. via analytics or AI solutions. Provide support work in various aspects of planning, deployment, testing and post-deployment review.

·       Lead system-related improvement projects such as conducting detailed tests and validation of the new environment to ensure all functionalities are working as expected.

·       Any other tasks assigned by HOD and the Reporting Officer. 

Job Requirements

·       Bachelor’s degree in Business or Business Analytics, Healthcare Administration or Informatics or a related field.

·       At least 2 years of relevant experience in business, operations or data analysis (preferably in healthcare or related industries). Fresh graduates with good academic performance in related field may be considered.

·       Strong analytical skills with systematic thought process and an ability to think creatively and respond to changes.

·       Shows willingness to adopt a hands-on approach to uncover root causes or insights, contextualizing results within the Contact Centre’s operating landscape.

·       Experience with data analysis, querying and visualization tools (e.g. Excel, Tableau, Power BI, SQL). 

·       Good written and oral communication skills. Comfortable communicating cross-functionally in formal and informal settings and synthesize information and findings.

·        Skills in Microsoft.Net Programming, Soap/Web Service/XML Programming, Microsoft SQL Database administration, SQL Stored Procedures will be added advantage.