Business Analyst (Night Shift)

The Opportunity We are looking for an experienced Business Analyst to join our Analytics & Insight team. In this role, you will leverage contact center data, business performance metrics, and analytical insights to identify opportunities, support operational excellence, and drive business performance. Key Responsibilities Business & Data Analysis • Analyze contact center data, KPIs, and operational performance to identify trends, gaps, and opportunities. • Translate business requirements into actionable analytical solutions and recommendations. • Develop and maintain reports, dashboards, and performance analyses. • Prepare and deliver insightful presentations to internal stakeholders and clients. • Collaborate with the BI & Reporting team to enhance dashboards and visualizations using Power BI. • Support continuous improvement initiatives by providing data-driven recommendations. • Use speech analytics and interaction data to identify customer and operational insights. Stakeholder Management • Partner with internal stakeholders to understand business needs and translate them into analytical requirements. • Present findings, insights, and actionable recommendations to management and clients. • Work closely with Operations, Analytics, Data Science & Engineering teams to support business objectives. • Act as a trusted advisor by providing data-driven insights to improve operational performance. • Manage multiple analytical projects and priorities in a fast-paced environment. Applicants must meet the following requirements: • A minimum of 2 years of experience as a Business Analyst or in a similar analytical role, preferably within a call center or customer service environment. • Candidates without relevant experience in business analysis, data analysis, or a similar analytical role will not be considered for this position. • Good command of French and English, with excellent verbal and written communication skills. • Fluency in French and English (written and spoken) is mandatory. • Intermediate knowledge of Power BI for data visualization and reporting. • Strong analytical, problem-solving, and critical-thinking skills. • Good understanding of call center operations, KPIs, and performance metrics. • Experience with CallMiner or other speech analytics tools is a plus. • Ability to translate complex data into clear, actionable business insights. • Ability to manage multiple priorities and work independently in a fast-paced environment.