Business Data Analyst – IT/ITES & CRM Operations

Location: Kalyan Nagar, Bengaluru | Onsite

Employment Type: Full-time, Permanent

Experience: 1 - 5 years

Salary: ₹5 LPA - ₹8LPA

Sales Operations Experience: Added advantage

We Are Hiring – Data Analyst!

Are you highly resourceful with data, love building clean dashboards, and understand how CRM and calling systems work together?

We are looking for an agile Business Data Analyst to join our IT/ITES operations team. If you can work with raw database logs, map data across multiple systems, and turn complex operational data into clear, executive-ready dashboards and insights, we would love to hear from you.

What You Will Do

- Connect the Dots: Monitor and audit data mapping and workflows between CRM systems and calling interfaces/dialers.
- Dig into the Data: Clean, analyse and interpret operational data using advanced Excel and Google Sheets to identify trends, gaps and bottlenecks.
- Query Databases: Write functional SQL queries to extract ticket volumes, call dispositions, productivity, conversion and team performance metrics.
- Build Dashboards: Design, maintain and automate easy-to-read dashboards and reports using Power BI or Tableau.
- Track Performance: Analyse sales and operations KPIs including productivity, connect rates, conversion, AHT, SLA and revenue performance.
- Tell the Story: Convert complex operational metrics into simple charts, presentations and actionable insights for leadership.
- Support Sales Operations: Work closely with Sales and Operations teams to identify performance gaps and support data-driven decision-making.





What We Are Looking For

Experience

- 1-5 years of experience in a Data Analyst, MIS, Business Analyst or CRM Operations role.
- Experience in IT/ITES, BPO, Contact Centre or Sales Operations will be preferred.

Technical Skills

- Strong hands-on experience with SQL.
- Advanced MS Excel / Google Sheets.
- Working knowledge of Power BI and/or Tableau.
- Strong understanding of data cleaning, validation, reporting and visualization.
- Knowledge of automation and dashboard development will be an added advantage.

System Knowledge

Familiarity with CRM platforms such as Salesforce, Zoho, HubSpot or similar systems.

Knowledge of calling/dialer platforms such as ASTTECS, VICIdial, Ameyo, Five9 or similar platforms will be an added advantage.

Data & Business Understanding

- Good understanding of sales, calling and contact-centre metrics.
- Ability to analyse SLA, AHT, Connect Rate, Conversion Rate, Productivity, Talk Time, Login Hours and Revenue.
- Strong analytical and problem-solving skills.
- Ability to identify patterns, anomalies and actionable business insights.
- Solid communication skills with the ability to present data clearly to business leaders.

Why Join Us?

- Full-time, permanent opportunity.
- Work closely with Sales, Operations and Management teams.
- Opportunity to take ownership of business reporting and analytics.
- Exposure to CRM, calling platforms and real-time operational data.
- Your insights will directly contribute to business and operational decisions.
- Opportunity to grow within a fast-paced IT/ITES environment.

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