{"id":139971,"url":"https://alion.io/job/keen-business-analyst","title":"Business Analyst","company":{"id":7873,"name":"Keen","domain":"keen.io","url":"https://alion.io/company/keen","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"B","score":81,"open_postings":4,"ghost_share":0,"stale_share":0.75,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Analytics","role_family":"Analytics","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cape Town, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":18500,"max_usd":50000,"period":"year","method":"role_country_seniority_unknown","sample_n":26},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Looker","optional":false},{"name":"Microsoft Excel","optional":false},{"name":"Power BI","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"SQL","optional":false},{"name":"Tableau","optional":false}],"status":"live","first_seen_at":"2026-07-01T00:00:00Z","employer_posted_date":"2026-07-01","last_verified_at":"2026-10-18T10:32:26Z","board_verified":true,"closed_at":null,"days_open":109,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":109},"description":"About Keen\nAt Keen, we don't just deliver services - we embed ourselves into the heart of our clients' businesses. From digital marketing and creative to customer experience, we craft bold, high-performance digital experiences for global brands.\nKeen helps some of the most exciting U.S. and international brands scale smarter by embedding expert teams that drive results across marketing, creative, customer experience, and sales.\nWe're not a legacy BPO. We're a partner in growth - and that's where you come in.\nAbout the Role\nWe’re looking for a Business Analyst to bridge the gap between business needs and operational execution. In this role, you’ll analyse processes, identify opportunities for improvement, and provide data-driven recommendations that enhance efficiency, productivity, and the overall customer experience.\nWorking closely with Operations, Workforce Management, Quality Assurance, Training, and Leadership teams, you’ll gather requirements, evaluate current processes, and help implement solutions that support continuous improvement and informed decision-making across the business.\nThis role is ideal for someone who thrives on structured data, understands contact centre environments, and can translate insights into meaningful operational action.\nWhat You’ll Do\nAnalyze core support metrics such as AHT, FCR, CSAT, SLA adherence, productivity, and performance trends across teams.\nBuild and maintain reporting dashboards and reports using tools like Power BI, Tableau, Looker, or Excel.\nIdentify performance trends, customer friction points, and operational gaps through deep-dive analysis.\nConduct root cause analysis and deliver clear, practical, data-backed recommendations to internal and client stakeholders.\nSupport volume forecasting, capacity planning, and workforce planning through analytical insights in partnership with the WFM team.\nPrepare reports, presentations, and business cases for leadership to support strategic decision-making.\nParticipate in strategic projects involving process optimization, automation, reporting enhancements, and operational transformation.\nGather, document, and translate business requirements for analytics and operational improvements, ensuring clear alignment across internal stakeholders.\n Present insights and performance reports\nRequirements\nWhat We’re Looking For\n3+ years of experience as a Business Analyst, Operations Analyst, or a similar data analyst role.\nExperience within a BPO, customer experience, contact center, or operations environment is highly advantageous.\nAdvanced proficiency in Microsoft Excel and hands-on experience with reporting and visualization tools (Power BI, Tableau, Looker, etc.).\nAnalytical mindset with a proven ability to interpret complex data, identify meaningful insights, and translate them into business value.\nExcellent stakeholder management and communication skills, with a strong ability to present findings and tell stories with data to both technical and non-technical audiences.\nProven experience documenting business requirements, process flows, workflows, and continuous improvement initiatives.\nStrong organizational skills with the ability to manage multiple priorities in a fast-paced environment.\nBachelor’s degree in Business, Information Systems, Statistics, Mathematics, Economics, or a related field is preferred (or equivalent experience).\nBonus: Experience with SQL, data querying, or continuous improvement methodologies like Lean or Six Sigma.\nBenefits\nWhat’s In It for You\nCompetitive full-time compensation\nIn-office collaboration with global teammates\nTransport and Medical allowances\nWork directly with high-growth clients in tech, delivery, and merchant services\nContribute to real operational improvements and performance acceleration\nBirthday leave + professional development budget\nBe part of a team that values insight, ownership, and measurable impact\nThis is a full-time in-office role based in Salt River.","description_format":"text","description_chars":3955,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Embedded & Customer-Facing Analytics","Customer Data Platforms (CDP) & Reverse ETL"],"lifecycle":[{"event":"open","at":"2026-07-01T00:00:00Z"}],"visa":[],"liveness":{"score":3,"band":"cold","label":"Long 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