Business Analyst

About the Company:

Intelcia is a global outsourcing company that has been supporting clients for 20 years by combining talents, technologies, and processes to offer tailor-made services and skills that meet international standards. With a presence in multiple regions worldwide and over 35,000 employees across 85 operational centers, Intelcia aims to be among the top 10 global outsourcing players by 2025.

About the Role:

A Reporting Analyst will be responsible of the strategic bridge between raw data and operational excellence, identifying the "why" behind performance trends, and translating business goals into technical requirements. The expertise will directly impact our ability to drive growth in key areas like Mobile Sales.

Responsibilities:

• Operational Direction: Provide actionable insights and direction to Operations, Training, and QA teams to close performance gaps.
• Business Translation: Act as a bridge between leadership and technical teams by converting high-level business requirements into specific technical requirements for reporting.
• Performance Optimization: Formulate and implement solutions to improve critical retention KPIs, such as Disco Yield and Mobile Sales .
• Strategic Thinking: Apply a deep understanding of Altice/Optimum business objectives to guide site-level performance and strategy.
• Data Mining & MIS Production: Extract data from multiple internal systems to produce meaningful Management Information Systems (MIS). You will identify trends, highs, and lows across all reporting metrics.

Qualifications:

• Experience: 3–5+ years of experience in operations analysis, retention, or a similar data-heavy role (Not an entry-level position).
• Technical Mastery: * Advanced Excel: (Pivot Tables, Power Query, complex formulas) is a must.
• Data Tools: Proficiency in SQL, Tableau, and other BI tools.
• Analytical Prowess: Ability to interpret complex datasets and translate them into "the story" behind the numbers.
• Communication: Exceptional verbal and written skills; ability to present findings to both technical teams and executive leadership.
• Problem-Solving: A proven track record of identifying operational bottlenecks and implementing effective, long-term solutions.