Business Analyst

Transcom is all about people, and we're looking for a
Business Analyst
to support our team and help create a workplace where everyone thrives.

Join our Transcom Family as a Business Analyst

We are looking for an exceptional Business Analyst to join our team in the 5th Settlement If you're a data wizard who can transform complex numbers into actionable business insights, we want to talk to you.

This role is critical for driving operational efficiency and improving customer experience by leveraging deep data analysis and root cause identification.

Key Responsibilities

Performance Analysis & Insight Generation:

• Conduct deep-dive analysis on performance metrics, including CSAT, AHT, and Service Level, to identify trends, variances, and performance gaps.
• Perform root cause analysis on underperforming KPIs and provide data-backed recommendations for operational improvements.
• Verify the compliance of the implemented solutions with the analyzed requirements

Reporting & Dashboard Development:

• Design, develop, and maintain interactive dashboards and reports (Looker Studio) that clearly visualize performance attributes.
• Ensure all reporting is accurate, timely, and aligned with stakeholder needs, providing daily, weekly, and monthly operational views.
• Present key findings and strategic insights to senior management, translating complex data analysis into clear, business-focused narratives.
• Validate the accuracy and integrity of data sources used for all performance reporting.
• Preparing needed business reviews and reports.

Financial & Resource Calibration:

• Analyze and report on financials, including cost, utilization rates, and operational expenditures.
• Develop and track the financial impact of proposed process and performance improvements.

What We're Looking For:

• Advanced Excel Mastery: You must be highly proficient with Pivot Tables, VLOOKUP/XLOOKUP, Nested Formulas (IF/AND/OR), and Conditional Formatting to handle large, complex datasets quickly.

• Data Transformation: A proven ability to clean, structure, and ready raw, messy system exports for analysis. Experience with Power Query is a significant plus.

• Dynamic Dashboarding: Hands-on experience creating compelling, interactive visual reports (Charts, Slicers, Trend Lines) using both Excel and Looker Data Studio (or similar tools like Power BI/Tableau).

• Metric Fluency: A deep understanding and ability to analyze key operational metrics, including:

-AHT (Average Handle Time)

-ART (Average Response Time)

-CSAT (Customer Satisfaction)

-Concurrency

• Root Cause Analysis & Insight Delivery: You don't just report "what" happened; you find the "why." You must be able to identify correlations (e.g., low CSAT correlated with high Response Time), deliver insightful recommendations, and drive operational improvements.

• Executive-Level Presentation: Ability to synthesize complex data into clear, concise, and professional "Executive Summary" style PowerPoint slides for senior leadership.

• Trend Identification: A sharp eye for spotting outlier performance among specific agents or within certain timeframes.

What's in it for YOU

• International and inclusive environment, that makes you feel supported, encouraged, and welcome from day one;
• Continuous development.
• Endless growth opportunities.
• Modern and comfortable office and relaxing spaces to take a break;
• Flexible work schedule;
• Life-work balance;

What Life at Transcom is like

At Transcom, we're relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That's just how we are at Transcom. Here we care and root for each other. You're included, just as you are, from day one. And with the right mindset, there's no end to how far we can go together.