Business Analyst
About this role
We’re looking for a Business Analyst to join our Quality and Analytics team. In this role, you’ll help curate data-driven stories that provide insights and analysis into our Contact Centre operations, with the goal of driving meaningful change in both the agent and customer experience. You’ll work closely with stakeholders to understand business needs, create mock-ups, and communicate project timelines and updates clearly.
RESPONSIBILITIES
- Support the operational needs of the Contact Center and increase insights into customer interactions.
- Curate new data products that package Call Center performance information into easily readable and understandable formats.
- Propagate techniques for answering basic report questions and conveying data definitions.
- Use statistical analyses and mathematical models to derive insights about Call Center operations.
- Maintain solutions for data governance and documentation.
- Partner with other departments to build holistic cross functional dashboards for executives.
- Use data to analyze Call Center performance, identify trends, and provide feedback to Managers and Trainers while improving SLAs and CSAT.
- Meet with Managers to identify their analytical needs for growing their departments.
- Create tickets and report/dashboard mock-ups for new reporting functionality based on stakeholder requirements.
- Act as liaison between stakeholders and cross-functional support teams for data issues
- Monitor industry trends to watch for new functionality and best practices that can be introduced to improve productivity.
- Report on current performance trends to Management and Executives.
- Bachelor’s Degree in Business Analytics or related field.
- 1+ years experience with Data Analytics
- Proficiency in Power BI including creating dashboards and data connections
- Prior experience and in depth understanding of omni-channel contact centers
- Create data driven presentations for executives on short notice
- Adept at handling multiple simultaneous projects
- Excellent written and verbal communication skills with an aptitude for analytical thinking
- Ability to work in a fast-paced dynamic environment with shifting priorities
- Must be proactive, self-motivated, and be able to work both independently and collaboratively
Frequently Asked Questions
Is the salary disclosed for the Business Analyst position at Tatu City?
The salary for this Business Analyst role at Tatu City is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Business Analyst position at Tatu City located?
This Business Analyst role at Tatu City is based in Tatu City, Kiambu County, Kenya. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Business Analyst role at Tatu City full-time or part-time?
This is listed as a Full time position. It is posted as a Business Analyst role at Tatu City.
How do I apply for the Business Analyst position at Tatu City?
Click the "Apply Now" button on this page. You will be redirected to Tatu City's official application portal hosted on workable where you can submit your application directly.
When was the Business Analyst job at Tatu City posted?
This Business Analyst position at Tatu City was posted on Sep 22, 2025. Apply as soon as possible — early applications are often reviewed first.
Business Analyst
Tatu City
You'll be redirected to Tatu City's official application page on workable.