BI Analyst

The MI/BI Analyst is responsible for transforming operational, customer, workforce, quality, financial, and performance data into accurate, meaningful, and actionable business insights.

The role supports operational leaders, senior management, clients, Workforce Management, Quality Assurance, Finance, Human Resources, and other key stakeholders by developing reports, dashboards, forecasts, performance analyses, and recommendations that improve business performance.

The successful candidate will ensure that business reporting is accurate, automated where possible, delivered within agreed timelines, and presented in a manner that supports effective decision-making.

Key Responsibilities

1. Management Information and Reporting

• Produce accurate daily, weekly, monthly, quarterly, and ad hoc operational reports.
• Prepare client-facing and internal performance packs, including Daily Business Reviews, Weekly Business Reviews, Monthly Business Reviews, and executive summaries.
• Consolidate data from multiple operational systems, spreadsheets, databases, CRM platforms, telephony systems, Workforce Management tools, and client reporting platforms.
• Ensure all reports are completed and distributed within agreed timelines.
• Maintain standard reporting templates, definitions, calculations, and data sources.
• Develop exception reports that identify performance risks, trends, and operational gaps.
• Support month-end reporting, invoicing validation, billing-hour reconciliation, and financial performance reporting where required.
• Maintain accurate records of report submissions, changes, and stakeholder requirements.

2. Business Intelligence and Dashboard Development

• Design, develop, and maintain interactive dashboards using tools such as Microsoft Power BI, Tableau, Looker, or similar platforms.
• Build dashboards that provide visibility of operational performance at campaign, team, leader, agent, channel, product, tenure, shift, and interval level.
• Develop clear visualisations that allow stakeholders to understand trends, risks, and opportunities quickly.
• Automate manual reports and repetitive reporting processes wherever possible.
• Create data models, calculated measures, relationships, and reporting logic to support scalable reporting solutions.
• Ensure dashboards are user-friendly, accurate, secure, and aligned with business and client requirements.
• Regularly review dashboards and reporting processes to identify improvement opportunities.

3. Operational Performance Analysis

• Analyse key BPO and contact centre metrics, including:
• Service Level
• Average Speed of Answer
• Abandonment Rate
• Average Handling Time
• Talk Time
• Hold Time
• After-Call Work
• Occupancy
• Utilisation
• Schedule Adherence
• Attendance and Shrinkage
• Productivity
• Contacts per Hour
• First Contact Resolution
• Customer Satisfaction
• Net Promoter Score
• Quality Assurance
• Sales Conversion
• Retention and Save Rate
• Revenue and Cost Performance
• Forecast versus Actual Performance
• Required versus Actual Staffing
• Identify the primary drivers of underperformance and provide clear recommendations.
• Conduct trend, variance, correlation, root-cause, cohort, tenure, and comparative analyses.
• Analyse performance by agent, team leader, campaign, shift, tenure group, product, channel, customer type, and contact reason.
• Highlight emerging operational risks, including attendance concerns, attrition risks, performance deterioration, capacity constraints, and service-level exposure.
• Provide data-driven recommendations to improve customer experience, productivity, quality, efficiency, and profitability.

4. Data Quality and Governance

• Validate all data before reports or dashboards are distributed.
• Investigate discrepancies between internal and client data sources.
• Maintain consistent definitions and calculations across reports.
• Develop and maintain data dictionaries, reporting logic documents, standard operating procedures, and reporting calendars.
• Ensure that reporting complies with company policies, client requirements, data-protection legislation, and information-security standards.
• Manage access to sensitive reports and dashboards.
• Escalate data-quality risks, missing information, system failures, and reporting delays promptly.
• Maintain clear version control and change-management processes.

5. Stakeholder and Client Support

• Partner with Operations, Workforce Management, Quality Assurance, Learning and Development, Finance, Human Resources, IT, and Client Services.
• Gather, clarify, and document reporting requirements from stakeholders.
• Translate complex operational requirements into practical reporting and analytical solutions.
• Present findings to operational leaders, senior management, and clients.
• Explain performance trends and analytical findings in clear, business-focused language.
• Attend operational reviews, performance meetings, governance sessions, and client meetings when required.
• Provide proactive insights rather than only distributing reports.
• Support business cases, proposals, capacity plans, incentive models, and operational improvement initiatives.

6. Forecasting and Planning Support

• Support volume forecasting, staffing analysis, capacity planning, and scheduling decisions.
• Compare forecasted contact volumes, staffing requirements, and service levels against actual performance.
• Analyse staffing gaps, overtime requirements, absenteeism, shrinkage, and scheduling efficiency.
• Assist with scenario modelling for recruitment, attrition, new business, shift changes, and campaign growth.
• Develop performance glidepaths and projections based on historical data and agreed business assumptions.
• Support the measurement of return on investment for operational initiatives.

7. Continuous Improvement and Automation

• Identify manual reporting processes that can be simplified or automated.
• Develop efficient reporting workflows using Excel, Power Query, Power BI, SQL, Python, VBA, or other appropriate tools.
• Improve report accuracy, speed, usability, and consistency.
• Recommend enhancements to source systems, data collection processes, and reporting controls.
• Support the implementation of new reporting platforms, operational systems, and data solutions.
• Remain informed about developments in analytics, business intelligence, automation, and contact centre reporting.

Key Performance Indicators

Performance in the role may be measured against the following:

• Accuracy and completeness of reports.
• Timely delivery of scheduled reporting.
• Reduction in manual reporting effort.
• Dashboard adoption and stakeholder satisfaction.
• Accuracy of data models and calculations.
• Number of reporting processes automated.
• Speed of response to ad hoc requests.
• Quality and relevance of business insights.
• Resolution time for data discrepancies.
• Compliance with information-security and data-governance requirements.
• Measurable operational improvements resulting from analytical recommendations.

Qualifications

• Bachelor’s degree or diploma in Business Intelligence, Data Analytics, Information Systems, Statistics, Mathematics, Computer Science, Finance, Economics, Business Management, or a related field.
• Relevant professional certifications in Power BI, SQL, data analytics, business intelligence, or data visualisation would be advantageous.
• Grade 12

Experience Requirements

• A minimum of two to four years’ experience in Management Information, Business Intelligence, Data Analytics, Reporting, Workforce Management Analytics, or a similar role.
• Previous experience within a BPO, contact centre, customer service, sales, collections, financial services, telecommunications, or outsourced operations environment is strongly preferred.
• Experience producing operational and client-facing performance reports.
• Experience working with high\