OpEx Analyst with Power BI background - WFH

Position Title: Business Operations Analyst

Job Description:

The Analyst will deliver analysis of operational performance in order to support performance improvements. The Analyst will assess processes that have an impact on key operational metrics and customer satisfaction scores. The Analyst will be part of a team that works alongside stakeholders to interpret performance trends, determine root causes and design/help implement performance improvement efforts.

Responsibilities:

• Reviews operational metric results and customer satisfaction results on daily/weekly/monthly basis to identify trends in performance
• Utilizes tools such as Excel, cross-tabs, Power BI (advanced), Tableau or other tools to analyze qualitative and quantitative data
• In-depth understanding of Power BI infrastructure, including security, data flows, integration, and performance optimization.
• Interprets the data to tell a story that answers business questions; looks for the so-what behind the numbers
• Effectively communicate analysis in a way that business stakeholders understand
• Proactively identifies performance gaps and analytic focus and manages deliverable schedules; meets delivery timelines
• Coordinates data collection, cleansing, and merging of data from separate streams
• Builds relationships with key stakeholders in Operations, quality, training, in order to understand processes and identify gaps that may be contributing to lower key metric results
• Facilitates and conducts root cause exercises, such as, but not limited to: slicing of data, transcript reviews, verbatim analysis, round tables, and process documentation
• Aids in developing, execution, and measuring operational changes that are expected to improve results
• Presents key insights, solution recommendations, business cases and action plans to internal/external stakeholders
• Consistently provides updates and progress of action plans and activities

Profile:

• Bachelor's degree graduate
• Experience in call center operations and / or business analytics
• Knowledge of advanced Power BI features like Power Query, DAX, and Power BI Service for creating automated reports.
• Strong problem-solving skills
• Project Management skills
• Ability to perform tasks with minimal guidance, manage timelines, and take ownership of projects.
• Good written and oral communication skills
• Partner with business stakeholders, technical teams, and leadership to understand their reporting needs and translate them into actionable Power BI dashboards and reports.
• Experience with statistical concepts and applications; knowledge of predictive modeling a plus
• Six Sigma training and green belt certification a plus