Business Operations Analyst

  • Contract
  • Anywhere
Business Operations Analyst, Retail Online Operations
Job Overview
In this role, you will be part of the Global Business Operations team, with a particular focus on client's retail contact center (RCC) performance and decision support for Client's Global Retail Customer Care. You will have a direct role in influencing the performance of key operational metrics while collaborating with your peers across the world. The role requires a thorough understanding of Contact Center performance metrics, process improvement processes, and analytics. You will drive operational performance improvement at vendors and Client's Contact Center sites. Using data, you will make operational improvement recommendations and develop performance improvement plans. You will follow a structured process for identifying issues and help the Contact Center teams create action plans that will ensure solutions can be measured and evaluated for effectiveness.
This role is at Cork, Ireland to support the RCC performance team and will interact with stakeholders, Directors, Operations, and Optimisation.
Key Qualification

  • Ability to answer complex questions through data, analysis, and clearly communicate findings to cross-functional teams
  • Attention to detail and the ability to handle complex processes
  • Distinctive problem-solving skills and project management skills
  • An affinity to "talking with numbers; inherent aptitude to quantify and support conclusions with data
  • Advanced Excel, SQL and Tableau knowledge required
  • Experience in performing statistical modelling and analysis, knowledge in Python, R is a plus
  • Excellent communication, presentation skills and ability to explain complex data and charts in a concise manner
  • Ability to maintain a positive attitude in high stress situations and multitask in an extremely dynamic and cross functional environment
  • Strong work ethic and ability to lead multiple initiatives and meet deadlines and timelines
  • Experience in and knowledge of Contact Center metrics, processes a plus


  • Define, measure and track performance, ensuring end-to-end visibility of metrics, and driving consistency across regions
  • Perform quantitative analysis that translates data into actionable insights and track and analyse key performance metrics while establishing and implementing new operational frameworks.
  • Drive positive engagement with functional teams and your peers to support both strategic and tactical initiatives.
  • Business Reviews – Participate, initiate and facilitate business reviews as required.
  • Support the development of specific performance dashboards to deliver insights the business expects
  • Reduce over complication of data and assist in streamlining reporting to ensure accuracy and integrity of data
  • Engage with the business to identify metrics used to measure the success of new programs/ projects.
  • Proactively seek out expertise from SME's to assist in making sound decisions.
  • Identify opportunities to automate and streamline existing processes.
  • Partner with our client Online Store and RCC leadership on capital projects.

Bachelor's degree in mathematics, finance, statistics, economics or other quantitative area, Master Degree a plus.5+ years of experience in operations, analytics, management consulting, corporate strategy, or equivalent experience in a technology company

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