Job Description Business Intelligence - Analytics

JOB TITLE: Analyst BI Analytics

DEPARTMENT: Business Intelligence & Analytics

LOCATION: Mumbai

REPORTS TO: Sr Analyst BI Analytics

SPAN OF CONTROL: Min 1-2 juniors working under them.

JOB PURPOSE:

Analyst BI Analytics will be responsible for conducting statistical analysis and highlighting areas of concerns in terms of Contact Centre statistical parameters; and providing regular analytics support to the team and external stakeholders.

PRINCIPAL ACCOUNTABILITIES:

I. To conduct statistical analysis and highlight areas of concern in terms of Contact Centre statistical parameters:

- Analyzes available data and reports, by using statistical tools (if required), to gain better understanding of issues/concerns impacting business.
- Highlights areas of concern in terms of contact center statistical parameters by translating raw data into business insights and strategies.
- Participates in activities such as modelling framework, defining data requirements, creating predictive variables, and coordinating model implementation with other business partners
- Develops business insights out of analysis and puts together management presentations in PowerPoint with minimal guidance.

II. To provide analytics support to stakeholders

- Interfaces with stakeholders to better interpret their business needs and translates them into application and operational requirements.
- Interfaces with stakeholders to validate business requirements/requests for analysis and presents intermediate and final analytical results.
- Interfaces with MIS and Automation team members to translate analytical results into requirements for current and/or existing applications/tools and works to ensure high quality and stable implementations.

III. To manage and perform daily Business Intelligence (BI) activities:

- Documents analytical methodologies used in the execution of analytical request projects.




- Prepare documentation for developed models and provide analysis support for business strategies.
- Performs end-to-end analytics and reporting solutions that include data analysis, cleansing, ETL, modelling, development, testing, and implementation.
- Develops analytical approaches to meet business requirements. This involves translating requests into database queries, analyzing data, mining data and transforming results into actionable reports, data visualizations, and interactive user interfaces.

- KNOWLEDGE, SKILLS & COMPETENCIES REQUIRED

Functional Skills and Competencies:

- Understands and knows the industry/organization and business drivers that impact the organization.
- Understands basic project management techniques and knows how to implement these techniques.
- Displays strong research orientation and is familiar with various research methodologies and fundamentals such as Data Collection Methods, Measurement and Scaling Techniques, Sampling Fundamentals, Analysis of Variance and Covariance, Multivariate Analysis Technique, etc.
- Ability to adapt quickly and effectively to changing plans and priorities of the department.

Technical Skills and Competencies:

- (Mandatory) Has experience and knowledge of coding in SQL (MS SQL Server / MySQL)
- (Mandatory) Has experience and knowledge of coding in SQL (MS SQL Server / MySQL)
- Understands and knows machine learning algorithms.
- Performs end-to-end analytics that include data analysis, cleansing, ETL with Python, modelling, development, testing, and implementation
- Knows how to do large scale data mining (multi-million row data sets),



reporting and knowledge discovery.
- Demonstrates strong Excel capabilities, with pivot tables, data tables, excel functions and scenario modelling.
- Knows how to work with VBA in EXCEL.

Customer Focus (Core)

- Ability to consistently place high value on customers and all issues related to customer.
- Ability to anticipate customer needs, explore all options and develop appropriate reporting solutions, policies and procedures.
- Ability to keep customers requirements and feedback at the base of all analytics related activities.
- Required to maintain high confidentiality with sensitive information and data and display integrity.

Analytical Thinking:

- Ability to analyze available data and reports to gain a better understanding of issues/concerns impacting business.
- Ability to analyze and interpret stakeholder requests and identify their operational requirements accurately.
- Ability to look beyond the obvious solutions and ways of working and create better reports or more efficient ways of reporting.

Influencing & Interpersonal Skills:

- Ability to build and sustain relationships with (internal and external) stakeholders and influence them on decisions impacting the performance of your team.
- Ability to influence stakeholders decisions based on one’s own presentation of data either verbally or through dashboards during meetings.

EDUCATION & EXPERIENCE REQUIRED:

Education:

- (Minimum) Graduation
- Preferred) Post Graduation in a quantitative field such as statistics, mathematics, etc.

Experience:

- Minimum of 4+ years’ experience of which at least 2 years should be in a data analytics related role.
- Should be open to work under an International BPO Domain
- Must be open to work for 24*7 Canadian Rotational shifts and Rotational offs.
- WORK FROM OFFICE ONLY (No hybrid)
- WORK LOCATION - MALAD

FOR MORE DETAILS WHATSAPP ON (phone hidden)(Sharon Daniel)

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