[HELLOCONNECT] Business Intelligence Analyst

The Role At HelloConnect, you will be part of a dynamic team in Inoza tower, BGC that embraces innovation and leverages advanced technology to create exceptional experiences. Our culture is built on collaboration, continuous learning, and a commitment to excellence. You’ll have the opportunity to work on impactful projects, develop your skills, and grow within a supportive environment that values diverse perspectives and experiences. In this role you will provide data-driven insights, operational performance analytics, and transformation impact measurement to enable fact-based decision-making across Operational Excellence initiatives. The role acts as the analytical engine of the transformation team, ensuring visibility of performance, identification of improvement opportunities, and measurement of value realization, contributing to our ongoing efforts to drive business success and enhance customer satisfaction. We’re looking for passionate individuals who can bring their unique skills and ideas to the table. Even if you don't meet every requirement but believe you’d excel in this role, we’d love to hear from you! What you’ll do: Operational & Performance Analytics Analyze large operational datasets to identify trends, inefficiencies, and performance gaps Develop insights on key Customer Care KPIs (e.g., AHT, FCR, CSAT, SLA, backlog, productivity) Perform deep-dive analysis to support root cause identification Segment data to uncover drivers of operational performance variation Transformation & Benefits Tracking Track and validate benefits realization across transformation initiatives (cost, time, quality, CX) Support ROI modeling and post-implementation impact measurement Maintain transformation dashboards and benefits tracking frameworks Ensure consistency between projected vs. realized benefits Reporting & Dashboard Development Develop and maintain dashboards (e.g., Power BI or equivalent tools) Automate reporting processes to improve efficiency and accuracy Deliver recurring performance reports for leadership and business stakeholders Ensure clarity, accuracy, and usability of reporting outputs Advanced Analytics Support Support process mining and process analytics initiatives Assist in identifying automation and AI opportunities through data analysis Conduct root cause analysis in collaboration with Process Excellence teams Provide data support for Lean and continuous improvement workshops Data Governance & Quality Ensure accuracy, consistency, and integrity of operational data Align data definitions and KPI frameworks across teams Support data standardization initiatives across reporting platforms Identify and resolve data quality issues in collaboration with relevant teams Stakeholder Support & Insight Delivery Translate complex datasets into clear, actionable insights Deliver ad hoc analysis for leadership and transformation teams Support business case development with quantitative evidence Communicate findings in a clear and structured manner What you’ll bring: 3–5 years of experience in Business Intelligence, Data Analytics, or Operational Analytics Strong proficiency in data analysis and visualization tools Strong SQL skills (or equivalent data querying capability) Experience working with large operational datasets Strong analytical and problem-solving skills Ability to translate data into business insights Experience in Customer Care, BPO, or Shared Services environments (preferred) Exposure to process improvement or Operational Excellence initiatives (preferred) Knowledge of statistical analysis or predictive analytics (preferred) Experience with automation tools or data pipelines (preferred) What we offer: Competitive Compensation : Beyond the standard package, we offer perks like Long Service Benefits (anniversary bonus) to recognize and celebrate your dedication Wellness & Perks : We prioritize your well-being by offering mental health support, HMO medical coverage, generous leave benefits plus life insurance…