Business Analyst - IT v (1.00) [Suva]

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Job Description

Centrecom Pte Limited is a joint venture organisation that draws together the talents of Fiji Airways and the global expertise of a well-respected international partner to provide outstanding contact centre and back-office services to both local and international clients 24/7. Our “Centre for Excellence” has engaged state-of-the-art technology to achieve and sustain the highest quality of customer service. Centrecom has experienced rapid expansion, extending its operations from Suva to Navua, Nadi, and Lautoka, with the establishment of multiple centers to cater to the increasing demand for our services. Our success stems from our dynamic and agile work environment, where we excel at delivering outstanding customer service and support to our valued clients.

Centrecom is seeking a highly analytical and detail-oriented Business Analyst – Data Analysis & Reporting to support operational performance, business intelligence, client reporting, and strategic decision-making across the organization. The role is responsible for collecting, analyzing, interpreting, and presenting operational and business data from multiple platforms including contact centre systems, workforce management tools, CRM platforms, and business applications. The successful candidate will develop dashboards, reports, insights, and recommendations that improve operational efficiency, client performance, and business outcomes. The ideal candidate should have strong analytical skills, experience working with large datasets, reporting tools, and business intelligence platforms, with the ability to translate complex data into meaningful operational insights.

Outcomes

Capital Stakeholders (Owners)
1. Data Analysis & Reporting
Collect, validate, analyze, and interpret data from multiple operational and business systems Develop daily, weekly, monthly, and ad-hoc operational and client reports Create dashboards and visualizations for operational performance monitoring Analyze trends, KPIs, and operational metrics to identify improvement opportunities Provide data-driven recommendations to management and operational teams Ensure data accuracy, consistency, and integrity across reporting platforms Support business reviews, client meetings, and executive reporting requirements
Organisational Stakeholders
1. Operational & Business Support
Work closely with Operations, Workforce Management, IT, Finance, and Client Services teams Support forecasting, capacity planning, and operational performance analysis Assist in identifying operational risks, trends, and process improvement opportunities Participate in business optimization and automation initiatives Support root cause analysis and incident reporting where required
2. Data Governance & Compliance
Maintain confidentiality and security of operational and client data Ensure compliance with company policies, data protection requirements, and reporting standards Support audit and compliance reporting requirements where applicable Maintain proper documentation of reporting processes and data sources
Product's Stakeholders
1. Business Intelligence & Dashboard Development
Build and maintain dashboards using tools such as Power BI, Tableau, Excel, or similar BI platforms Integrate data from multiple telephony, CRM, workforce management, and operational systems Develop automated reporting processes to improve reporting efficiency Monitor key operational KPIs including: SLA AHT Calls Offered Calls Answered Productivity Occupancy Attendance & Adherence Quality Metrics Client-specific KPIs
2. Continuous Improvement
Identify opportunities to improve reporting processes and operational visibility Recommend enhancements to dashboards, KPIs, and analytics capabilities Stay updated with emerging reporting tools, analytics technologies, and industry best practices

Responsibilities - Critical Competencies

Competence	Description
Business
Risk Management	Analyse and manage risk.
Customer
Quality Focus	Deliver quality.
People
Problem Solving	Develop practical solutions to a situation.

Work Knowledge and Experience

1. Key Skills & Competencies • Strong analytical and problem-solving skills • Advanced Microsoft Excel skills • Experience with Power BI, Tableau, or other BI/reporting tools • Strong understanding of data analysis and visualization principles • Excellent attention to detail and data accuracy • Ability to work with large datasets and multiple systems • Good communication and presentation skills • Ability to translate technical data into business insights • Time management and ability to manage multiple priorities • Strong stakeholder engagement and collaboration skills Technical Requirements Experience with some or all of the following is preferred: • Power BI • SQL • Excel Advanced Functions & Pivot Tables • Data Visualization Tools • CRM Platforms • Contact Centre Platforms (e.g., Talkdesk, RingCentral, Genesys, Zendesk, Amazon Connect, 3CX) • Workforce Management Systems • Reporting Automation Tools • API/Data Integration concepts
2. Qualifications & Experience • Bachelor’s Degree in Information Technology, Business Analytics, Computer Science, Statistics, Data Science, or related field • 2–5 years’ experience in data analysis, reporting, business intelligence, or operational analytics • Experience within BPO, contact centre, or operational environments preferred • Experience working with multi-platform operational data is an advantage

Requirements

Language Proficiency
Fluency in both written and spoken English
Must have excellent written and oral skills.
Regulatory Compliance Requirements
Fluency in both written and spoken English.
Strong organization skills with a problem-solving attitude.. Excellent written and verbal communication skills.. Attention to detail.
Excellent interpersonal skills and team building skills.. Bookkeeping skills.. Analytical, problem-solving, and decision making skills.. Effective verbal and communication skills.. Attention to detail and high level of accuracy.. Very effective organizati

Attributes

Attribute	Definition
Behavioural Styles
Accountable	Assumes full responsibility for own actions and identifies with the success or failure of own part of the overall work/goal.
Detail oriented	Attends to the small elements of a task/activity, ensuring completeness and accuracy.
Experimenter	Tries out new procedures, ideas or activities.
Integrity	Adherence to moral and ethical principles; soundness of moral character; honesty.
Punctuality	Completes a required task or fulfills an obligation before or at a previously designated time
Reliable	Is able to be trusted to do what is expected or has been promised, puts in a great amount of effort believing in the value of work.
Interpersonal Styles
Objective	Impartial and honest in dealings with others, eliminating own feelings and view to reach a balanced judgement.
Realistic	Shows concern for facts and reality, rejecting the impractical.
Team Oriented	Enjoys being with others as part of a group or team.
Trusting	Places confidence in others without misgivings, relying on their ability, character, and truthfulness.
Thinking Styles
Analytic	Able to separate things into their constituent elements in order to study or examine them, draw conclusions, or solve problems.
Challenger	Queries, tests information/beliefs and provokes thought.
Decisive	Reaches conclusions, promptly and firmly.
Holistic thinker	Considers issues/situations as a whole rather than analysing or dissecting the parts.
Intuitive	Makes mental leaps without going through a rational thought process. Apparent ability to acquire knowledge without a clear inference or the use of reason.
Well organised	Controls tasks in a well thought out and critical manner.

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