Operations Data Analyst

The Data Analyst is responsible for transforming business, operational, customer, and workforce data into meaningful insights that support informed decision-making and continuous improvement.

The role works closely with key stakeholders to understand business needs, analyze trends and performance, identify opportunities and risks, and provide clear and actionable insights. The Data Analyst also supports the development and maintenance of reports and dashboards to ensure stakeholders have timely and reliable information to manage performance effectively.

KEY RESULT AREAS

Data Analysis & Insights

• Collect, analyze, and interpret data from multiple sources to identify trends, patterns, correlations, and performance gaps.

• Translate complex data into clear, meaningful, and actionable business insights.

• Perform root cause and variance analysis to understand key drivers behind changes in business and operational performance.

• Identify emerging risks, opportunities, and areas for improvement through proactive data analysis.

• Provide recommendations based on analytical findings to support business decisions and improvement initiatives.

Business & Operations Reporting

• Develop, maintain, and enhance recurring and ad hoc reports for business and operational stakeholders.

• Create and develop scorecards and monitor key performance indicators (KPIs) and provide analysis on performance against targets for site, lob, team and individual levels.

• Analyze operational performance, productivity, efficiency, service levels, and other relevant business metrics.

• Support management reviews by providing accurate data, performance trends, and key insights.

• Automate and streamline reporting processes where possible to improve efficiency and accuracy.

Customer & Service Analytics

• Analyze customer and service-related data to identify trends, recurring issues, and opportunities to improve customer experience.

• Evaluate service performance and identify factors influencing customer satisfaction and operational outcomes.

• Support stakeholders in understanding customer behavior, service patterns, and performance drivers.

• Provide data-driven recommendations that can contribute to service quality and customer experience improvements.

Workforce & Performance Analytics

• Analyze workforce data, including headcount, productivity, attendance, capacity, staffing, and performance indicators.

• Identify workforce trends and potential performance or capacity risks.

• Support workforce planning and operational decision-making through relevant analysis and reporting.

• Work with stakeholders to establish appropriate performance measures and ensure consistent interpretation of workforce data.

Dashboard Development & Data Visualization

• Develop and maintain dashboards and visual reports that provide stakeholders with clear visibility of key metrics.

• Present information in a concise and user-friendly format appropriate for both operational and management audiences.

• Continuously improve dashboards and reports based on changing business requirements.

• Ensure metrics, definitions, and reporting methodologies are consistently applied.

Data Quality & Governance

• Validate data accuracy and investigate inconsistencies across reports and data sources.

• Maintain appropriate documentation of reports, data definitions, calculations, and methodologies.

• Work with relevant teams to address data quality issues and improve reliability of information.

• Ensure appropriate handling and confidentiality of business, employee, and customer data.

Stakeholder Partnership

• Partner with Operations and other business functions to understand analytical and reporting requirements.

• Translate business questions into structured analytical approaches.

• Present findings and recommendations clearly to stakeholders, including non-technical audiences.

• Support ad hoc analysis and data requests while balancing recurring reporting requirements and business priorities.

• Act as a data and insights partner by proactively identifying information that can help stakeholders make better decisions.

Technical Skills

• Advanced proficiency in Microsoft Excel, including formulas, PivotTables, data manipulation, and analysis.

• Working knowledge of SQL for data extraction, manipulation, and analysis.

• Experience with data visualization and business intelligence tools such as Power BI or Tableau.

• Experience in dashboard development and automated reporting.

• Knowledge of data validation, data cleaning, and data quality practices.

• Experience with Python, R, or other analytical tools is an advantage.

KNOWLEDGE/EXPERIENCE

• Bachelor's degree in Data Analytics, Statistics, Mathematics, Economics, Computer Science, Information Technology, Business, or a related field.

• At least 2–4 years of relevant experience in data analytics, business intelligence, operations analytics, reporting, or a similar role.

• Experience working with large datasets and translating data into actionable business insights.

• Strong analytical, problem-solving, and critical-thinking skills.

• Strong attention to detail and ability to identify data inconsistencies and anomalies.

• Good communication and presentation skills, with the ability to explain analytical findings to non-technical stakeholders.

• Strong organizational and multitasking skills.

• BPO experience preferred.

• Team player and people person.

• Can work on shifting schedule, holidays included.

• High level of confidentiality and professionalism.