Business Analyst Contact Center

Keen; Cape Town; On-site; ZAR 300,000 - 480,000; Full time

Job summary

Keen is seeking a Business Analyst to support operations for a global client in the POS tech and food delivery sector. The ideal candidate will have strong analytical skills, experience in contact centers, and the ability to turn data insights into actionable strategies. This full-time role based in Cape Town emphasizes collaboration and impactful operational improvements, offering various benefits including competitive compensation and professional development opportunities.

Benefits

Transport and Medical allowances

Birthday leave

Professional development budget

Qualifications

• 3+ years of experience in business, operations, or data analysis.
• Hands-on experience with BI/reporting tools.
• Strong knowledge of contact center systems and metrics.

Responsibilities

• Analyze core support metrics such as AHT, FCR, CSAT.
• Build and maintain reporting dashboards.
• Conduct root cause analysis and deliver actionable recommendations.

Skills

Analytical mindset

Written and verbal communication skills

Education

Bachelor's degree in business, statistics, math, or related field

Tools

Power BI

Tableau

Excel

Job description

About Keen

At Keen, we don't just deliver services - we embed ourselves into the heart of our clients' businesses. From digital marketing and creative to customer experience, we craft bold, high-performance digital experiences for global brands.

Keen helps some of the most exciting U.S. and international brands scale smarter by embedding expert teams that drive results across marketing, creative, customer experience, and sales.

We're not a legacy BPO. We're a partner in growth - and that's where you come in.

About the Role

We're hiring a Business Analyst to support the operations of a global client in the POS (point of sale) tech and food delivery space. You'll play a critical role in monitoring performance, identifying areas for improvement, and enabling better decision-making across the support operation.

This role is ideal for someone who thrives on structured data, understands the contact center environment, and knows how to turn insights into action. You'll work cross-functionally with Workforce, QA, Training, Team Leads, and Client Stakeholders to ensure the operation is scalable, efficient, and high-performing.

What You'll Do

• Analyze core support metrics such as AHT, FCR, CSAT, and SLA adherence across teams and time periods
• Build and maintain reporting dashboards using tools like Power BI, Tableau, or Excel
• Identify performance trends, customer friction points, and operational gaps through deep-dive analysis
• Conduct root cause analysis and deliver clear, actionable recommendations to internal and client stakeholders
• Support volume forecasting, capacity planning, and staffing recommendations in partnership with the WFM team
• Present insights regularly to Team Leads, CX Managers, and client-side leadership
• Participate in strategic initiatives such as CRM optimization, contact flow redesign, and automation planning
• Gather and document business requirements for analytics and reporting improvements, collaborating with IT or product teams as needed

Requirements

What We're Looking For

• 3+ years of experience in a business, operations, or data analyst role - ideally in a contact center, BPO, or support environment
• Advanced Excel skills and hands-on experience with BI/reporting tools (Power BI, Tableau, Looker, etc.)
• Strong working knowledge of contact center systems and metrics (e.g., Zendesk, Salesforce, Genesys, Five9)
• Analytical mindset with proven ability to translate complex data into business insight
• Strong written and verbal communication skills - especially around storytelling with data
• Experience coordinating across cross-functional teams including ops, QA, training, and tech
• Bachelor's degree in business, statistics, math, or related field preferred (or equivalent experience)
• Bonus: Familiarity with SQL and/or data querying, and exposure to Lean, Six Sigma, or continuous improvement frameworks

Benefits

What's In It for You

• Competitive full-time compensation
• In-office collaboration at our Cape Town office with global teammates
• Transport and Medical allowances
• Work directly with high-growth clients in tech, delivery, and merchant services
• Contribute to real operational improvements and performance acceleration
• Birthday leave + professional development budget
• Be part of a team that values insight, ownership, and measurable impact

This is a full-time in-office role based in Foreshore, Cape Town. Working hours align with U.S. client operations: 3 pm to 12 am SAST (4 pm to 1 am during U.S. winter hours). Reliable commuting is required.