Operations Data Analyst — Turn Data into Process Wins

KEEN; Cape Town; On-site; ZAR 480,000 - 700,000; Full time

Benefits offered by this job

Transport allowance

Medical allowances

Birthday leave

Professional development budget

In-office collaboration

Job summary

Keen, a digital services partner for global brands, seeks a Business Analyst to translate business needs into actionable insights and data-driven improvements. You’ll analyze processes, identify opportunities, and support decisions across marketing, sales, and customer experience.

This in-office role based in Salt River partners with Operations, WFM, QA, Training, and Leadership to collect requirements and deliver data-backed recommendations. Proficiency in Excel and BI tools is required.

Qualifications

• 3+ years of experience as a Business Analyst, Operations Analyst, or similar data analyst role.
• Experience within a BPO, customer experience, contact center, or operations environment is highly advantageous.
• Advanced proficiency in Microsoft Excel and hands-on experience with reporting and visualization tools (Power BI, Tableau, Looker, etc.).
• Analytical mindset with ability to interpret data and translate insights into business value.
• Excellent stakeholder management and communication skills; tell stories with data to technical and non-technical audiences.
• Proven experience documenting business requirements, processes, workflows, and continuous improvement initiatives.

Responsibilities

• Analyze core support metrics and performance trends across teams.
• Build and maintain dashboards/reports using Power BI, Tableau, Looker, or Excel.
• Identify performance gaps and friction points through deep-dive analysis.
• Conduct root-cause analysis and deliver practical data-backed recommendations.
• Support volume forecasting, capacity planning, and workforce planning with the WFM team.
• Prepare reports, presentations and business cases for leadership.

Skills

Experience in BPO/CX/Operations

Advanced Excel

Power BI

Tableau

Looker

SQL (bonus)

Storytelling with data

Education

Bachelor's degree in Business/related field

Tools

Power BI

Tableau

Looker

Excel

SQL

Job description

Keen, a digital services partner for global brands, seeks a Business Analyst to translate business needs into actionable insights and data-driven improvements. You’ll analyze processes, identify opportunities, and support decisions across marketing, sales, and customer experience.

This in-office role based in Salt River partners with Operations, WFM, QA, Training, and Leadership to collect requirements and deliver data-backed recommendations. Proficiency in Excel and BI tools is required.