Tatu City

Special Economic Zone for industrial development

Business Analyst

Business IntelligenceConfirmed live in the last 24 hours

Full-timeTatu City, KenyaNo salary listedIn-person

About the Job

Requirements

A bachelor's degree in Business Analytics or a related field is required.
At least 1 year of experience with data analytics is required.
Proficiency in Power BI, including creating dashboards and data connections, is required.
Prior experience and in-depth understanding of omnichannel contact centers are required.
Ability to create data-driven presentations for executives on short notice is required.
Ability to handle multiple simultaneous projects is required.
Excellent written and verbal communication skills and analytical thinking are required.
Ability to work in a fast-paced, dynamic environment with shifting priorities is required.
Proactive and self-motivated approach, with the ability to work independently and collaboratively, is required.

Responsibilities

Support the operational needs of the Contact Center and increase insights into customer interactions.
Curate new data products that package Call Center performance information into easily readable and understandable formats.
Propagate techniques for answering basic report questions and conveying data definitions.
Use statistical analyses and mathematical models to derive insights about Call Center operations.
Maintain solutions for data governance and documentation.
Partner with other departments to build holistic cross-functional dashboards for executives.
Use data to analyze Call Center performance, identify trends, provide feedback to Managers and Trainers, and improve service-level agreements (SLAs) and customer satisfaction (CSAT).
Meet with Managers to identify their analytical needs for growing their departments.
Create tickets and report/dashboard mock-ups for new reporting functionality based on stakeholder requirements.
Act as a liaison between stakeholders and cross-functional support teams for data issues.
Monitor industry trends for new functionality and best practices that can improve productivity.
Report current performance trends to Management and Executives.

Business Analyst

Tatu City · Tatu City, Kenya · Full-time · Posted 2025-09-22

Workplace: on_site

Description

We’re looking for a Business Analyst to join our Quality and Analytics team. In this role, you’ll help curate data-driven stories that provide insights and analysis into our Contact Centre operations, with the goal of driving meaningful change in both the agent and customer experience. You’ll work closely with stakeholders to understand business needs, create mock-ups, and communicate project timelines and updates clearly.

RESPONSIBILITIES

Support the operational needs of the Contact Center and increase insights into customer interactions.
Curate new data products that package Call Center performance information into easily readable and understandable formats.
Propagate techniques for answering basic report questions and conveying data definitions.
Use statistical analyses and mathematical models to derive insights about Call Center operations.
Maintain solutions for data governance and documentation.
Partner with other departments to build holistic cross functional dashboards for executives.
Use data to analyze Call Center performance, identify trends, and provide feedback to Managers and Trainers while improving SLAs and CSAT.
Meet with Managers to identify their analytical needs for growing their departments.
Create tickets and report/dashboard mock-ups for new reporting functionality based on stakeholder requirements.
Act as liaison between stakeholders and cross-functional support teams for data issues
Monitor industry trends to watch for new functionality and best practices that can be introduced to improve productivity.
Report on current performance trends to Management and Executives.

Requirements

Bachelor’s Degree in Business Analytics or related field.
1+ years experience with Data Analytics
Proficiency in Power BI including creating dashboards and data connections
Prior experience and in depth understanding of omni-channel contact centers
Create data driven presentations for executives on short notice
Adept at handling multiple simultaneous projects
Excellent written and verbal communication skills with an aptitude for analytical thinking
Ability to work in a fast-paced dynamic environment with shifting priorities
Must be proactive, self-motivated, and be able to work both independently and collaboratively

Apply

Apply at Tatu City

About the Company

Tatu City

Special Economic Zone for industrial development

Tatu City develops Kenya’s first operational Special Economic Zone (SEZ) and a 5,000-acre mixed-use city created by Rendeavour. It provides infrastructure-ready plots and fully developed spaces across industrial, residential, office, and educational uses within an SEZ designed to ease permits and services for businesses, backed by international investors. It differentiates itself by offering a government-recognized SEZ plus a complete ecosystem—homes, offices, schools, and recreation—within one regulated, long-term project. Its goal is to accelerate Kenya’s economic growth by attracting investment and enabling companies to set up, hire people, and expand, aligned with Vision 2030.

Company size: 201-500
Company stage: Not listed
Total funding: Not listed
Headquarters: Nakuru, Kenya
Founded: 2008

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