We are looking for a Global Telesales Business Analyst to join our Customer Retention Team where progress, excellence, and humility are valued as highly as technical excellence.

As a Global Telesales Business Analyst, you'll be responsible for collecting, analyzing, and presenting data related to Telesales/Retention products & activities across all countries. You will be required to offer valuable insights to help standardize Campaign Reporting/Trackers, optimize performance and guide strategic decision-making. To succeed, you'll need great understanding of Telesales Campaign Management, strong analytical skills, data visualization, proficiency in data analysis tools, and excellent communication abilities to collaborate effectively with cross-functional teams.

You’ll develop and maintain campaign reports and dashboards to track key metrics like call volume, conversion rates, lead quality, and revenue generation. Your insights will be crucial in assessing performance and optimizing telesales strategies across all countries.

You’ll analyze telesales data, identify trends, and present findings to management while collaborating with telesales managers and reporting analyst in-market to deliver customized insights. Additionally, you’ll conduct ad-hoc analysis & training to address business challenges identified from your findings.

Working closely with IT and data operations teams, you’ll ensure automation, data accuracy, integrity, and consistency. You’ll also identify opportunities for process optimization and automation, streamlining reporting workflows and improving efficiency. Staying updated on industry trends and analytics tools will be key.

Beyond analysis, you’ll train the telesales management/analysts on reporting tools, helping them interpret data and make informed, data-driven decisions to enhance overall performance.

This is a hybrid role reporting to the Group Head of Retention Operations.

To excel in this role, you’ll need a Degree in Business Administration, Statistics, Economics, or a related field, along with 3+ years of experience in a Operations leadership, reporting, or analytics role, preferably in Telesales Campaigns or a Call Center environment. Focus on operations excellence based on business insights generated from data analysis.

Proficiency in Microsoft Excel, SQL, Tableau, or similar tools is essential, along with strong analytical skills to interpret data and provide actionable insights. You should have excellent communication and presentation skills to convey technical data to non-technical stakeholders.

Attention to detail, data accuracy, and the ability to manage multiple priorities in a fast-paced environment are key. Experience with CRM systems (e.g., Looker), telephony platforms, statistical analysis, and predictive modelling is required to drive data-driven decision-making.