Senior Business Analyst

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 existing contact center processes to identify inefficiencies, gaps, and opportunities for optimization.

·       Lead process mapping, workflow analysis, and gap assessments to recommend solutions.

·       Partner with cross-functional teams (Operations, Training, Quality, Technology) to design and implement process changes.

·       Develop and monitor KPIs to measure the effectiveness of implemented improvements.

·       Design, develop, and maintain dashboards and reports that provide actionable insights into operational performance.

·       Perform deep-dive analyses into call volume trends, agent performance, customer satisfaction, and service levels.

·       Translate complex data into clear narratives and recommendations for senior leadership.

·       Provide forecasting and scenario modeling to support workforce planning and operational strategy.

·       Ensure data accuracy and integrity across reporting tools and platforms.

·       Collaborate with leadership to prioritize initiatives and deliver measurable improvements.

Requirements:

·       Bachelor's degree in Business, Data Analytics, Operations Management, or a related field.

·       3+ years in business analysis, preferably in a contact center or service operations environment.

·       Proficiency in data visualization and reporting tools (Power BI, Excel, SQL preferred).

·       Familiarity with process mapping tools (such as BPMN and Bizagi).

·       Strong data interpretation and dashboard development skills

Benefits:

·       Credit for Vacations, Gym, Therapy

·       Social Security & Complementary Insurance

·       Educational platform of advanced courses

·       Snappfood’s Discount codes

·       Loans