About the Job
The Business Analyst plays a critical role inoptimizingcall center operations. This roleis responsible foranalyzing data,identifyingopportunities for improvement, and collaborating with cross-functional teams to implement solutions that enhance operational efficiency and customer satisfaction.
Responsibilities
Data Analysis
Collects, analyzes, and interprets call center data, including call volume, average handle time, and customer satisfaction scores.
Identifiestrends, root causes of issues, and areas for performance and process improvement.
Ensures data accuracy and consistency to support informed decision-making.
Process Improvement
Works closely with call center managers and agents to document and map current workflows.
Identifiesprocess gaps and operational bottlenecksimpactingefficiency and customer experience.
Develops and recommends strategies to streamline processes and reduce operational costs.
Performance Reporting
Creates,maintains, and presents regular reports and dashboards for leadership.
Providesactionable insights and clear recommendations to improve key performance indicators (KPIs).
Supports leadership with data-driven analysis to guide operational and strategic decisions.
Technology & Systems
Acts as a liaison between the call center and the IT team.
Identifiessystem enhancements, new software requirements, and bug fixes to improve agent productivity and data accuracy.
Supports testing, validation, and implementation of system changes.
Project Management
Leads small to medium-sized projects from ideation through implementation.
Ensuressolutions are delivered smoothly, on time, and aligned with businessobjectives.
Coordinates with stakeholders to manage requirements, timelines, and outcomes.
Preferred Skills
Proven experience as a Business Analyst, preferably within a call center or customer service environment.
Strong analytical and problem-solving skills with high attention to detail.
Proficiencyin data analysis tools such as Microsoft Excel, SQL, and business intelligence platforms including Tableau or Power BI.
Excellent verbal and written communication skills with the ability to present complex data clearly and concisely.
Strong collaboration skills with the ability to work effectively with cross-functional teams.
Critical Competencies
Solves Problems
Communicates Effectively
Demonstrates Analytical Thinking
Collaborates Across Teams
Benefits & Perks
Established career path supported by self-assessments, virtual training, and guided curriculum thatallowfor vertical and horizontal growth throughour multiplelines of business.
Robust career path with a full development plan and the opportunity to grow in the organization.
Paid5weeks trainingand nesting,4 weeks ticketing,2 weeks annual leave.
Continuous learning through progressive training that is specific to your tenure and skills.
Competitive salary with incentive programs
Positive and supportive environment
Medical and Dental benefits, Employee Family Assistance Programs, Rewards & Recognition programs.
Salary
$47,000 annually
Location
Candidates areadvised to bewithin travel distance from our primary locations: Yonge- Eglinton Midtown Toronto
Business Analyst • TPCA Toronto, Canada
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