Analyst - Metrics and Analytics

The Metrics and Data Analytics Analyst is responsible for transforming raw data into actionable insights that drive strategic decision-making and operational excellence. This role ensures the organization has accurate, timely, and meaningful metrics to measure performance, identify trends, and support continuous improvement. By leveraging advanced analytics, visualization tools, and data storytelling, the analyst enables leaders to make informed decisions, optimize processes, and achieve business objectives.

Conducting audits to drive increased accuracy and improve service quality. Supporting management and the wider team in all aspects of administration to enhance overall efficiency. Proactively identifying and resolving issues to improve processes and customer satisfaction.

Fostering a collaborative and supportive team environment. Providing clear and concise communication to ensure team alignment and effectiveness. Demonstrating strong customer service skills to set a high standard for the team.

Thinking laterally and creatively to solve problems and improve processes. Continuously seeking opportunities to enhance service delivery and client satisfaction. Utilizing analytical and process skills to identify areas for improvement.

Conducting thorough audits and maintaining high levels of accuracy. Managing and maintaining team mailboxes and client authorisations efficiently. Providing timely and accurate reporting to support decision-making and project management.

Role & responsibilities

• Develop and maintain real-time dashboards and reporting tools using BI platforms (e.g., Power BI, Tableau, Looker).
• Define and implement data models, KPIs, and performance metrics aligned with business objectives.
• Analyze large datasets to identify trends, patterns, and opportunities for operational improvement.
• Collaborate with cross-functional teams to translate business requirements into analytics solutions.
• Ensure data accuracy, integrity, and governance across all reporting systems.
• Provide insights and recommendations to leadership for strategic and tactical decisions.
• Automate reporting processes to improve efficiency and reduce manual effort.

Preferred candidate profile

Bachelors degree in Data Analytics, Statistics, Computer Science, Business, or related field.

•3+ years of experience in data analytics, business intelligence, or performance reporting.

•Proficiency in BI tools (Power BI, Tableau, or similar) and SQL.

•Strong understanding of data visualization principles and dashboard design.

•Experience with real-time data integration and API-based data sources is a plus.

•Excellent analytical, problem-solving, and communication skills.

•Experience with call center metrics (e.g., AHT, CSAT, FCR) or similar operational KPIs.

•Knowledge of ETL processes and data warehousing.

•Ability to work in agile environments and manage multiple priorities.