Business Analyst - Contact Centre

Aviation Indeed™️; Gurugram District; On-site; INR 800,000 - 1,200,000; Full time

Job summary

A staffing solutions leader in aviation is looking for a Business Analyst for their Contact Centre team. This role requires 2-4 years of experience focused on contact centre operations. Responsibilities include analyzing performance metrics and developing actionable insights to enhance efficiency and customer satisfaction. Candidates should have strong analytical skills, experience with contact centre technologies, and proficiency in data analysis tools like SQL and Tableau. Excellent communication and problem-solving skills are essential.

Qualifications

• 2-4 years of experience in a business analyst role, preferably in a contact centre.
• Strong analytical skills to analyze large datasets.
• Ability to translate business requirements into technical solutions.

Responsibilities

• Collect and analyze data related to contact centre operations.
• Identify trends and insights from contact centre data.
• Work closely with contact centre managers to understand business requirements.

Skills

Analytical skills

Communication skills

Problem-solving skills

Microsoft Excel

SQL

Tableau

Education

Bachelor's degree in Business Administration

Management Information Systems

Tools

IVR

ACD

CRM

Workforce management software

Job description

Overview

Job Title: Business Analyst - Contact Centre

Location: Gurgaon

Position Type: Full-time

Job Summary: We are seeking a dynamic and detail-oriented Business Analyst to join our Contact Centre team at [Insert Company Name]. The ideal candidate will have 2-4 years of experience in a business analyst role, with a focus on contact centre operations. As a Business Analyst, you will play a critical role in analyzing contact centre performance, identifying areas for improvement, and implementing solutions to enhance efficiency and customer satisfaction.

Responsibilities

• Collect and analyze data related to contact centre operations, including call volumes, handling times, customer satisfaction scores, and agent performance metrics.
• Identify trends, patterns, and insights from contact centre data to help drive business decisions and improve operational performance.
• Work closely with contact centre managers and stakeholders to understand business requirements and translate them into actionable insights and recommendations.
• Develop and maintain reports, dashboards, and KPIs to track contact centre performance and monitor progress towards operational goals.
• Conduct root cause analysis of contact centre issues and recommend solutions to address performance gaps and optimize processes.
• Collaborate with cross-functional teams, including IT, Quality Assurance, Training, and Operations, to implement process improvements and system enhancements.
• Participate in contact centre projects and initiatives, providing analytical support and expertise to ensure successful outcomes.
• Stay informed about industry trends, best practices, and emerging technologies in contact centre operations and business analysis.
• Prepare and present findings, insights, and recommendations to senior management and other stakeholders.

Required Qualifications

• Bachelor's degree in Business Administration, Management Information Systems, or a related field.
• 2-4 years of experience in a business analyst role, preferably in a contact centre or customer service environment.
• Strong analytical skills with the ability to collect, organize, and analyze large datasets using tools such as Microsoft Excel, SQL, or Tableau.
• Proficiency in contact centre technologies and systems, such as IVR, ACD, CRM, and workforce management software.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels of the organization.
• Proven ability to translate business requirements into technical solutions and vice versa.
• Detail-oriented with strong problem-solving skills and a proactive approach to identifying and resolving issues.
• Ability to work independently and manage multiple projects simultaneously in a fast-paced environment.
• Flexibility to adapt to changing priorities and business needs.

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About Us

Aviation Indeed, the global leader in aviation, aerospace, and defense, is at the forefront of providing top-notch staffing solutions for Payroll and recruitment in these industries. We specialize in offering a wide array of opportunities, including Aviation Company Jobs, Aviation Industry Jobs, Aerospace Jobs, and Defence Jobs. Operating not only globally but also specifically in Aerospace Jobs India and Defence Jobs India, we are committed to connecting top-tier talent with esteemed clients in these dynamic sectors.

Our dedicated team of professionals is driven by a singular commitment to facilitating career growth and industry development. We don't merely find candidates; we passionately nurture careers and actively contribute to the growth of the aviation industry, aerospace sector, and defense field. With a deep understanding of these sectors, coupled with exceptional service and a proven track record, Aviation Indeed emerges as your trusted partner for achieving success in the world of aviation and defense.

As a global leader in aviation, aerospace, and defense, our commitment extends to driving the success of airlines and aerospace companies, ensuring sustainable growth. Explore exciting opportunities with us and be a part of the future of Aviation Industry Jobs and Aerospace Jobs India or Defence Jobs India. Aviation Indeed is your gateway to a thriving career in these dynamic and evolving fields.