Senior Business Analyst – Call Centre Operations
ECCO Gulf WLL
full-time
Posted on:
Location Type: Office
Location: Doha • 🇶🇦 Qatar
Visit company websiteJob Level
Senior
About the role
- Analyze call volumes, service levels, KPIs, SLAs, and customer satisfaction metrics
- Identify gaps and opportunities for improvement in IVR, CRM, case management, omnichannel services, and workforce management
- Recommend process improvements to enhance efficiency, response time, and service quality
- Support implementation and optimization of call centre technologies and platforms
- Act as a key liaison between business units, IT, vendors, and external service providers
- Develop business reports, dashboards, and performance metrics for call centre operations
- Ensure business processes comply with government regulations, policies, and data protection standards
- Provide guidance and mentorship to junior business analysts
Requirements
- Minimum 10 years of professional experience as a Business Analyst or similar role
- Extensive experience in Call Centre / Customer Service Operations
- Proven experience working on CRM systems, call centre platforms, IVR, case management, and digital service channels
- Experience in managing complex stakeholders and large-scale transformation projects
- Bachelor’s degree in business administration, Information Systems, Management, Engineering, or a related field
Benefits
- Professional development opportunities
- Mentorship programs
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analysisKPI analysisSLA managementprocess improvementbusiness reportingdashboard developmentperformance metricsIVRCRM systemscase management
Soft skills
mentorshipstakeholder managementcommunicationcollaborationproblem-solving