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Business Analyst
TP
Toronto, CAN
Full-time
Onsite
$47,000 annually
Discovered 6 days ago
Business analysisCall center operationsData analysisProcess improvementMicrosoft ExcelSQL
Free
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Business analysisCall center operationsData analysis
Role Overview
The Business Analyst supports call center operations by analyzing data, identifying improvement opportunities, and collaborating on solutions.
The role aims to improve operational efficiency and customer satisfaction.
Key Skills for This Role
Business analysisCall center operationsData analysisProcess improvementMicrosoft ExcelSQL
Full Job Posting
About the Job
The Business Analyst supports call center operations by analyzing data, identifying improvement opportunities, and collaborating on solutions.
The role aims to improve operational efficiency and customer satisfaction.
Data Analysis
- Collect, analyze, and interpret call volume, average handle time, customer satisfaction, and related call center data.
- Identify trends, root causes, and areas for performance and process improvement.
- Ensure data accuracy and consistency for decision-making.
Process Improvement
- Document and map current workflows with call center managers and agents.
- Identify process gaps and operational bottlenecks affecting efficiency and customer experience.
- Recommend strategies to streamline processes and reduce operational costs.
Reporting and Systems
- Create, maintain, and present regular reports and dashboards for leadership.
- Provide actionable KPI insights and recommendations for operational and strategic decisions.
- Coordinate with IT on system enhancements, software requirements, bug fixes, testing, validation, and implementation.
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