Senior Business Analyst - Contact Center

In the story of Snappfood, we believe in creating value that goes beyond the ordinary. We are willing to establish innovative tendencies and are eager to have you on our team to help us get through our business challenges with creativity, intelligence, and agility.
We are waiting for you to continue this story.
Responsibilities
• Analyze contact center performance, customer metrics, operational trends, and Voice of Customer (VOC) data to identify opportunities, inefficiencies, risks, and customer pain points.
• Generate actionable business insights from complex data and translate them into clear recommendations and business opportunities for leadership.
• Own and improve key performance indicators (KPIs) across customer care, using data and business insights to identify performance gaps and improvement opportunities.
• Conduct root cause analysis, business impact assessments, and scenario modeling to support data-driven decision-making and operational improvements.
• Lead forecasting, capacity planning, workforce planning, and resource optimization to improve efficiency, scalability, and service quality.
• Analyze customer feedback and support performance to identify drivers of dissatisfaction and opportunities to improve the customer journey and experience.
• Develop and improve performance management frameworks, dashboards, and reporting mechanisms to enable effective business and CX performance monitoring.
• Collaborate with Customer Care, Operations, Product, Data, BI, and other stakeholders to solve business problems and turn analytical insights into business actions.
• Identify and implement opportunities to automate and optimize analytical and operational workflows using SQL, BI tools, automation platforms, and AI.
• Lead analytical projects end-to-end, from problem definition and insight generation to recommendation, execution support, and measurement of business impact
Requirements
• Bachelor’s degree or higher in Industrial Engineering, Business, Economics, Management, Computer Science, Data Analytics, or a related field.
• 4+ years of experience in Business Analytics, Operations Analytics, Strategy, Performance Management, or a similar role, preferably in customer care, contact center, marketplace, e-commerce, or technology.
• Advanced proficiency in SQL, Excel/Google Sheets, and data analysis, with strong problem-solving and root-cause analysis skills.
• Strong experience in KPI management, forecasting, capacity planning, performance analysis, and scenario modeling, with a good understanding of CX metrics such as CSAT and NPS.
• Strong business acumen, communication, and stakeholder management skills, with the ability to own projects, translate analysis into actionable recommendations, and influence stakeholders.
Benefits
• Vouchers for Vacations, Gym, Therapy Sessions, Internet Costs
• Complementary Insurance
• Educational platform of advanced courses
• Snappfood’s Discount codes
•    Loans