[HELLOCONNECT] BI 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