BPO Operation Data Analyst

Job description

Are you a detail-oriented data enthusiast with a knack for maintaining data integrity and supporting operational excellence? Join our team as a Call Centre Operations Data Analyst! 

Are you passionate about data and its potential to drive business success? We are seeking a dedicated Call Centre Operations Data Analyst to join our dynamic team at Mango5. This role focuses on maintaining data integrity across various metrics and dashboards, auditing and updating business entity databases, and ensuring compliance and accuracy of written process information. The ideal candidate will possess strong analytical skills, attention to detail, and the ability to communicate findings effectively.

Key Responsibilities:

Cross-Functional Leadership Involvement:

Attend and present findings in weekly reviews and meetings with the Operations Leadership team.

Pull and analyze data for operations Weekly Business Reviews (WBR) and Monthly Business Reviews (MBR) presentations.

Collaborate to present findings in weekly, biweekly, and monthly business reviews across operations teams and business partners.

Maintain Looker, Zendesk Explore, and ActivTrak dashboards, ensuring continuous updates as fields change and new hires join the team.

Challenge the status quo and present ideas for new metrics.

Auditing and Compliance:

Perform daily, weekly, monthly, and quarterly audits for compliance and business needs.

Conduct quarterly audits of Confluence materials to ensure audit readiness and identify areas for updates and improvements with enablement leadership.

Work closely with quality management and business leadership to identify trends and concerns.

Data Ownership:

Oversee and proactively own all operations data tables and dashboards, ensuring the use of the latest data science best practices.

Manage projects to maintain and update the business entity database; collaborate with partnership Quarterly Business Reviews (QBR) and summarize findings.

Subject Matter Knowledge:

Partner with business enablement to maintain strong subject matter knowledge in all operations workflows.

Maintain monthly or quarterly proficiencies to challenge metric viability and identify areas for improvement.

Provide assistance in General Incident Notification (GIN) security response and project work for management.

Skills and Qualifications:

Proven experience in data analysis, preferably within an operations context (Min 2 Years experience)


Clear ITC

Clear Criminal Record

Excellent communication and presentation skills.

Strong attention to detail and documentation.

Exceptional time management and organizational skills.

Critical thinking and problem-solving abilities.

Experience with Looker, Zendesk Explore, and ActivTrak is a plus.

Working Hours: 

Up to 45 hours per week. 

Monday to Friday: 14:00 to 23:00 / 15:00 to 00:00(Daylight Savings)


Basic Salary: Market- Related

Shift Allowance


Anniversary Bonus on 1-Year Mark


After 3 months of employment, Mango5 offers the following benefits to support your well-being and professional development:

Medical Insurance: Take care of your health with our medical insurance coverage.

Learnify: Access our learning platform to expand your skills and knowledge

YouAssist: Receive assistance and support through our employee assistance program.


Join Mango5 where we prioritize integrity, compassion, and excellence in all aspects. Grow both personally and professionally in our environment, where you can excel in your role and contribute to redefining pet healthcare.

This role offers the opportunity to be part of a supportive team and commitment to continuous learning, Mango5 is the perfect place to advance your career.

Due to high response volumes, if you DO MATCH our criteria but do not hear back from us within 2 weeks, we will keep your CV in our talent pool for future intakes.

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