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

PERSOL; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading organization in digital transformation based in Singapore is seeking a Business Analyst for Contact Centre Operations. The successful candidate will use data analysis to improve processes, gather operational data, and support decision-making through reports and dashboards. Qualifications include a relevant degree and at least 2 years of business analysis experience. This role offers an opportunity to contribute to customer experience excellence.

Qualifications

• Minimum 2 years’ business or data analysis experience within operations or service environments.
• Strong analytical foundation with the ability to translate business needs into requirements.
• Experience with system testing or technical enhancements (e.g., .NET, SQL) is an advantage.

Responsibilities

• Gather and analyse operational data to identify process gaps.
• Build reports and dashboards to track KPIs and support decision‑making.
• Collaborate with stakeholders and vendors to improve workflows.

Skills

Data analysis

Stakeholder collaboration

Problem-solving

Education

Degree in business, analytics, IT or related field

Tools

Excel

Tableau

Power BI

SQL

Job description

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

An excellent Business Analyst – Contact Centre Operations opportunity has just arisen within a leading organisation undergoing digital and process transformation to enhance customer service performance.

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.