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.

Desired Candidate Profile

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.