Business Analyst – Contact Centre Operations

PERSOL; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

A leading recruitment agency is seeking a Business Analyst for their contact centre operations in Jurong, Singapore. The ideal candidate will utilize data analysis to enhance processes and customer experience. Key responsibilities include gathering operational data, creating reports, and collaborating with stakeholders. A degree in business or analytics and proficiency in data tools like Excel and SQL are essential. Join a forward-thinking organization aiming for process improvement and customer excellence.

Qualifications

• Minimum 2 years’ business or data analysis experience within operations or service environments.
• Able to translate business needs into requirements and workflows.
• Experience with system testing or enhancements is an advantage.

Responsibilities

• Gather and analyse operational data for process improvement.
• Build reports and dashboards to track KPIs.
• Translate business requirements into documentation.

Skills

Data analysis

Problem-solving

Stakeholder collaboration

Process improvement

Education

Degree in business, analytics, or IT

Tools

Excel

Tableau

Power BI

SQL

Job description

Business Analyst – Contact Centre Operations (Work Location – Jurong)

Job Purpose

Use data and business analysis to improve contact centre processes, systems, and customer experience.

Job Responsibilities

• Gather and analyse operational data to identify process gaps and improvement needs.
• Build reports and dashboards to track KPIs and support decision-making.
• Translate business requirements into clear documentation for projects and enhancements.
• Collaborate with stakeholders and vendors to improve workflows and system performance.
• Support testing, validation and deployment activities to ensure successful system enhancements.

Job Requirements

• Degree in business, analytics, IT or related field; strong analytical foundation.
• Minimum 2 years’ business or data analysis experience within operations or service environments.
• Able to translate business needs into requirements, workflows, and improvement actions.
• Proficient with data tools such as Excel, Tableau, Power BI or SQL.
• Experience with system testing or technical enhancements (e.g., .NET, SQL) is an advantage.

The successful Business Analyst must possess strong analytical and problem‑solving skills, with the ability to translate business needs into requirements and actionable improvements.

If this role matches your skills or you’d like to learn more, connect with us today at [e-mail] - you’ll be joining a forward‑thinking organisation focused on process improvement and customer experience excellence.

PERSOLKELLY Singapore Pte Ltd • EA License No.01C4394 • EA Registration No. R1330844 (Naveen Vasudevan)

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