Business Analyst

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Acquire BPO is an award-winning business process outsourcing provider to some of the world’s largest brands. We operate contact centers and back-office services from offshore, nearshore, and onshore locations, servicing clients globally from Australia, the Dominican Republic, the Philippines, and the United States. Known for our commitment to safety, flexibility, and innovation, we strive to be the partner of choice for businesses looking to leverage the best global BPO and AI resources.

Our employee value proposition—“Come for a career, stay for the fun”—reflects our commitment to a vibrant, inclusive, and engaging work environment.

Why Join the A-Team?

• HMO coverage for you and your family
• Yearly Kick-Off Parties with major giveaways
• Be recognized through our ‘Value Awards’
• Internal promotions and career growth opportunities
• Access to 2,700+ leadership and technical courses
• Work with the best, and do meaningful work
  
  

A Glimpse Into Your New Role

As a Business Analyst, you’ll turn large volumes of customer and operational data into actionable insights that drive performance improvements and strategic decision-making across the business. You will play a key role in identifying customer experience gaps, optimizing KPIs, and developing dashboards and tools that improve team performance and customer outcomes.

Key Responsibilities

• Analyze customer support data, including contact drivers, satisfaction scores, resolution times, and escalations
• Track and report on key performance metrics such as AHT, FCR, NPS, ticket volumes, conversion, and productivity
• Identify trends, gaps, and improvement opportunities across the support journey and CX lifecycle
• Build and maintain dashboards and real-time reporting tools in Power BI and Excel for diverse stakeholder groups
• Deliver actionable insights to improve UR (uptake rate) in connected buildings based on customer demographics
• Collaborate with internal stakeholders to align reporting with strategic business and CX goals
• Work with team leads to assess agent behavioral data and recommend training or workflow adjustments
• Audit data accuracy across CRM and ERP systems to ensure consistent reporting quality
• Respond to ad hoc analysis requests with urgency and attention to detail under tight deadlines
  
  

What You’ll Bring

• At least 3 years’ experience as a Business Analyst
• Skills in any CRM/ERP systems and integrating multiple data sources
• Proficiency in Excel and Power BI; experience handling large datasets
• Proven ability to turn data into meaningful, actionable business recommendations
• Strong verbal and written communication skills in English
• Excellent prioritization and multitasking skills
• Autonomous and self-driven with great attention to detail
• Creative thinker who can challenge the status quo and improve processes
  
  

Preferred Experience & Qualities

• Experience in a telecom or ISP environment
• Familiarity with customer churn, retention, and NPS strategy
• Exposure to automation or process improvement initiatives
• Strong time management, positivity, and customer focus
• A proactive, team-oriented mindset and collaborative approach
  
  

What Success Looks Like

• Reports are accurate, timely, and aligned with business needs
• KPIs and trends are clearly visualized and actionable
• Stakeholders are empowered with insights that improve operational and customer performance
• Data systems and sources are consistent, reliable, and integrated
  
  

Our Core Values

• Collaboration – Brilliant jerks can be brilliant elsewhere
• Impact – Do, get it done, create impact
• Passion – Be positive, bring passion and energy
• Transparency – A transparent team can help each other
  
  

What Are You Waiting For?

Join The A-Team And Experience The A-Life.

Join the A-Team and experience the A-Life!