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

PERSOL SINGAPORE PTE. LTD.; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

A leading organisation in Singapore is looking for a Business Analyst – Contact Centre Operations to enhance customer service performance through data analysis. This role involves gathering operational data, building reports, and collaborating with stakeholders to improve workflows. Candidates should possess a degree in a relevant field and have at least 2 years of experience in business analysis. Strong analytical skills and proficiency with data tools such as Excel and SQL are essential.

Qualifications

• Minimum 2 years of business or data analysis experience within operations or service environments.
• Able to translate business needs into requirements, workflows, and improvement actions.
• Experience with system testing or technical enhancements (e.g., .NET, SQL) is an advantage.

Responsibilities

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

Skills

Analytical skills

Data analysis

Technical documentation

Stakeholder collaboration

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.

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