Business Analyst - Nearby Public Transport

Job Objectives
The Business Analyst will work with various departments and stakeholders to gather, document, and analyze business requirements, processes, and workflows. They will translate these requirements into functional specifications, collaborate with stakeholders for successful project delivery, and identify areas for process improvement to enhance operational efficiency and effectiveness.

Key Responsibilities

• Solve problems proactively and provide timely resolutions to minimize impacts on customer and employee satisfaction.
• Design, document, and maintain system processes.
• Seek opportunities to improve monitoring, address issues, and deliver enhanced value to customers.
• Identify and communicate effective problem resolution strategies.
• Create and maintain management reports, including end-of-month, quarterly, and annual reports for various departments.
• Extract, create, and maintain strategic scorecards through database mining.
• Develop reports on process efficiency and capacity planning.
• Analyze data, review processes, and recommend improvements.

Key Requirements
Must Have:

• Bachelor's degree in Business Administration, Business Analysis, Information Technology, or a related field.
• 3 to 5 years of experience as a Business Analyst in a Contact Centre or a similar role.
• Strong analytical, problem-solving, and critical-thinking skills.
• Excellent communication and interpersonal abilities.
• Expertise in data analysis and continuous improvement methodologies, such as Lean/Six Sigma, and proficiency with statistical applications.
• Strong strategic vision and analytical skills.

Good to Have:

• Familiarity with call center or banking processes and products.

Essential Technical Skills:

• Data analysis
• Presentation skills