Hybrid Business Analyst and Reporting

Job Purpose

The Hybrid Business Analyst & Reporting Analyst is responsible for analysing business requirements, interpreting operational and business data, producing operational and client reporting, supporting technology and process improvements, and delivering meaningful insights that drive informed decision-making across multiple programmes simultaneously.

The role partners closely with stakeholders to gather, analyse, document, validate, and prioritise business requirements while developing accurate reporting solutions, dashboards, and performance analysis that support operational excellence and strategic decision-making.

Working across multiple client accounts, the incumbent ensures business needs are translated into functional requirements while providing high-quality reporting, identifying opportunities for continuous improvement, supporting project delivery, and driving business performance through actionable insights.

Key Responsibilities

Business Analysis & Requirements Gathering

• Collaborate with business stakeholders, Operations, IT, Clients, and Software Development teams to gather, analyse, and document business requirements.
• Facilitate business requirement workshops and stakeholder meetings.
• Translate business requirements into functional specifications and process documentation.
• Validate business requirements to ensure alignment with operational objectives.
• Support User Acceptance Testing (UAT) by validating business requirements and system functionality.
• Maintain complete business requirement documentation throughout the project lifecycle.

Reporting & Business Intelligence

• Produce accurate daily, weekly, monthly, and ad-hoc operational reports across multiple programmes.
• Develop and maintain reporting dashboards using Excel, Power BI, and other reporting tools.
• Analyse operational performance, including Service Levels, AHT, Productivity, Occupancy, Shrinkage, Quality, and Customer Satisfaction.
• Ensure reporting accuracy, consistency, and timely delivery.
• Automate reporting where possible to improve efficiency.
• Develop executive reporting packs and management dashboards.
• Validate data integrity before report distribution.
• Produce client-specific reporting in accordance with contractual requirements.

Data Analysis & Business Insights

• Analyse operational, financial, workforce, and business data.
• Identify trends, risks, opportunities, and performance gaps.
• Produce actionable insights that support operational decision-making.
• Monitor KPI performance and provide commentary.
• Conduct root cause analysis for operational issues.
• Support forecasting and strategic planning through trend analysis.
• Present recommendations that improve operational performance.

Business Process Analysis & Continuous Improvement

• Analyse current business processes and identify improvement opportunities.
• Document current and future-state business processes.
• Recommend process improvements that increase efficiency and reduce operational risk.
• Support digital transformation and automation initiatives.
• Drive continuous improvement across multiple client programmes.

Stakeholder Management

• Build strong relationships with Operations, Workforce Management, IT, HR, Finance, Projects, and Clients.
• Act as the bridge between technical teams and business stakeholders.
• Present analytical findings and recommendations to management.
• Manage stakeholder expectations throughout projects and reporting activities.
• Provide ongoing analytical support across multiple client programmes.

Project & Technology Support

• Support technology implementation and business transformation initiatives.
• Participate in project planning, testing, implementation, and post-go-live reviews.
• Assist with change management activities.
• Coordinate with software development teams.
• Support successful implementation of business solutions.

Key Performance Indicators (KPIs)

• Business Requirements Accuracy
• Reporting Accuracy ≥ 99%
• On-Time Report Delivery
• Dashboard Accuracy
• Data Integrity
• Stakeholder Satisfaction
• UAT Success Rate
• Business Insight Quality
• Continuous Improvement Initiatives
• Reporting Automation
• Cross-functional Collaboration
• Project Delivery Support

Minimum Requirements

Qualifications

• Matric Certificate.
• Bachelor's Degree or Diploma in Business Analysis, Business Management, Information Systems, Data Analytics, Computer Science, Statistics, or a related field.
• Business Analysis certification (ECBA, CBAP, Agile BA, or similar) will be advantageous.

Experience

• Minimum 2 years' experience in Business Analysis, Reporting, Business Intelligence, Data Analysis, or a similar role.
• Experience supporting multiple client programmes simultaneously within a BPO or contact centre environment.
• Experience gathering and documenting business requirements.
• Experience producing operational and executive reporting.
• Strong experience analysing operational KPIs.
• Experience working with software development or IT teams.
• Advanced Microsoft Excel skills are essential.
• Experience using Power BI, SQL, or other reporting tools is highly advantageous.

Technical Competencies

• Business Analysis
• Business Requirements Documentation
• Business Process Mapping
• Reporting & Business Intelligence
• Dashboard Development
• Microsoft Excel (Advanced)
• Power BI
• SQL (Advantageous)
• Data Analysis & Interpretation
• Root Cause Analysis
• User Acceptance Testing (UAT)
• Process Improvement
• Stakeholder Management
• Microsoft Office Suite

Behavioural Competencies

• Strong analytical and critical thinking skills
• Excellent attention to detail
• Outstanding problem-solving ability
• Excellent written and verbal communication skills
• Strong stakeholder management skills
• Ability to manage multiple programmes simultaneously
• Excellent organisational and time management skills
• Ability to prioritise competing deadlines
• Adaptability and flexibility
• High levels of accountability
• Results-driven with a continuous improvement mindset