Business Analyst

General Information
Location

Cairo
Job ID

9326
Job Category

Operations
Language Requirement

English
Description & requirements
Description
Transcom is all about people, and we're looking for a Business Analyst to support our team and help drive smart, data-informed decisions across the organization. You'll work closely with stakeholders to analyze processes, identify opportunities for improvement, and translate business needs into actionable insights. If you're passionate about problem-solving, optimizing performance, and making a meaningful impact, apply today and join us!
Join our Transcom Team as a Business Analyst!
Be on the front line of delivering data-driven insights and impactful solutions at a company level. In this role, you will be responsible for:
Performance Analysis & Insight Generation:

• Conduct deep-dive analysis on performance metrics, including CSAT, AHT, and Service Level, to identify trends, variances, and performance gaps.
• Perform root cause analysis on underperforming KPIs and provide data-backed recommendations for operational improvements.
• Verify the compliance of the implemented solutions with the analyzed requirements.

Reporting & Dashboard Development:

• Design, develop, and maintain interactive dashboards and reports (Looker Studio) that clearly visualize performance attributes.
• Ensure all reporting is accurate, timely, and aligned with stakeholder needs, providing daily, weekly, and monthly operational views.
• Present key findings and strategic insights to senior management, translating complex data analysis into clear, business-focused narratives.
• Validate the accuracy and integrity of data sources used for all performance reporting.
• Prepare needed business reviews and reports.

Financial & Resource Calibration:

• Analyze and report on financials, including cost, utilization rates, and operational expenditures.
• Develop and track the financial impact of proposed process and performance improvements.

What's in it for YOU!

• Best salary in the market.
• Transportation provided.
• Medical and social insurance.
• Location in New Cairo & Smart Village.
• International and inclusive environment that makes you feel supported, encouraged, and welcome from day one.

To be successful in this role, the following is needed:
Advanced Excel Mastery:
You must be highly proficient with Pivot Tables, VLOOKUP/XLOOKUP, Nested Formulas (IF/AND/OR), and Conditional Formatting to handle large, complex datasets quickly.
Data Transformation:
A proven ability to clean, structure, and ready raw, messy system exports for analysis. Experience with Power Query is a significant plus.
Dynamic Dashboarding:
Hands-on experience creating compelling, interactive visual reports (Charts, Slicers, Trend Lines) using both Excel and Looker Data Studio (or similar tools like Power BI/Tableau).
Metric Fluency:
A deep understanding and ability to analyze key operational metrics, including:

• AHT (Average Handle Time)
• ART (Average Response Time)
• CSAT (Customer Satisfaction)
• Concurrency

Root Cause Analysis & Insight Delivery:
You don't just report "what" happened; you find the "why." You must be able to identify correlations (e.g., low CSAT correlated with high Response Time), deliver insightful recommendations, and drive operational improvements.
Executive-Level Presentation:
Ability to synthesize complex data into clear, concise, and professional "Executive Summary" style PowerPoint slides for senior leadership.
Trend Identification:
A sharp eye for spotting outlier performance among specific agents or within certain timeframes.
What Life at Transcom is like!
At Transcom, we're relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That's just how we are at Transcom. Here we care and root for each other. You're included, just as you are, from day one. And with the right mindset, there's no end to how far we can go together.
"We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law."