Operations Business Analyst

About the Company:Intelcia is a global outsourcing company that has been supporting clients for 20 years by combining talents, technologies, and processes to offer tailor-made services and skills that meet international standards. With a presence in multiple regions worldwide and over 35,000 employees across 85 operational centers, Intelcia aims to be among the top 10 global outsourcing players by 2025.About the Role:The Operations Business Analysts will evaluate the Operations’ Performance & KPIs and offer recommendations to increase efficiency. They conduct analysis to identify and evaluate issues and areas for improvement.Responsibilities:Analyse client’s data and internal data to provide performance analysis which will include topics related to WFM / QA / Training.Verify the compliance of the implemented solutions with the analyzed requirementsCollaborate with other departments to ensure 360 view on all needed account metricsImplement dashboards, KPIs, analysis tools and decision support tools to monitor performance, customer objectives and project profitabilityReview the process and suggest improvement plans and initiatives to the clientPreparing needed business reviews and reports.Qualifications:Excellent command of the English language, with excellent verbal and written skills.Excellent Analytical Skills and problem solving skillsAbility to multi-task, organize, and prioritize work