Business Analyst (Operations & Data)

About the role

Keen is seeking a Business Analyst to bridge business needs and operational execution within its contact‑center environment. You will analyse processes, uncover improvement opportunities, and deliver data‑driven recommendations that boost efficiency, productivity, and customer experience.

Key responsibilities

• Analyse core support metrics such as AHT, FCR, CSAT, SLA adherence, productivity and performance trends.
• Build and maintain reporting dashboards using Power BI, Tableau, Looker or Excel.
• Identify performance trends, customer friction points and operational gaps through deep‑dive analysis.
• Conduct root‑cause analysis and provide clear, data‑backed recommendations to internal and client stakeholders.
• Support volume forecasting, capacity and workforce planning in partnership with the WFM team.
• Prepare reports, presentations and business cases for leadership to aid strategic decisions.
• Participate in strategic projects focused on process optimisation, automation, reporting enhancements and operational transformation.
• Gather, document and translate business requirements for analytics and operational improvements.

Required profile

• Minimum 3 years experience as a Business Analyst, Operations Analyst or similar data‑analysis role.
• Experience in a BPO, customer‑experience, contact‑center or operations setting is highly advantageous.
• Advanced proficiency in Microsoft Excel and hands‑on experience with reporting/visualisation tools.
• Strong analytical mindset with the ability to interpret complex data and translate insights into business value.
• Excellent stakeholder management and communication skills, capable of presenting findings to both technical and non‑technical audiences.

Required skills

• Microsoft Excel
• Power BI
• Tableau
• Looker