The Opportunity

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

Business & Data Analysis

• Analyze contact center data, KPIs, and operational performance to identify 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 visualizations using Power BI.
• Support continuous improvement initiatives by providing data-driven recommendations.
• Use speech analytics and interaction data to identify customer and operational insights.

Stakeholder Management

• 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 providing data-driven insights to improve operational performance.
• Manage multiple analytical projects and priorities in a fast-paced environment.

Applicants must meet the following requirements:

• A minimum of 2 years of experience as a Business Analyst or in a similar analytical role, preferably within a call center or customer service environment.
• Candidates without relevant experience in business analysis, data analysis, or a similar analytical role will not be considered for this position.
• Good command of French and English, with excellent verbal and written communication skills.
• Fluency in French and English (written and spoken) is mandatory.
• Intermediate knowledge of Power BI for data visualization and reporting.
• Strong analytical, problem-solving, and critical-thinking skills.
• Good understanding of call center operations, KPIs, and performance metrics.
• Experience with CallMiner or other speech analytics tools is a plus.
• Ability to translate complex data into clear, actionable business insights.
• Ability to manage multiple priorities and work independently in a fast-paced environment.