Business Optimization Analyst

Utrecht, Netherlands Data & Analytics


You will support the business in setting up and improving business processes. You will use a data driven approach to produce critical and actionable insights into our operational processes. Your analytical view, process-oriented insight, and practical attitude give our business just that little bit extra.

The Job

You will identify opportunities for KPI improvement, and coordinate with Operations to achieve excellent results. For example, your extensive knowledge of contact center KPI’s will help you identify which actions will need to be taken to meet crucial KPI targets. You will be acting in the capacity of a consultant towards various groups in Operations, and you will be able to use your tact and communication skills in order to translate complex concepts and insights into understandable explanations for various stakeholders. You make sure that our processes run as optimally as possible!


  • Identify and analyze insights from operational client reports, KPI analysis
  • Delve deeper into the root causes of operational issues, and provide actionable insights and plans
  • Coordinate and prioritize between Operations and the data team to ensure timely implementation of plans and improvements
  • Responsible for creating structure, notes, and road maps for different projects, as well as prioritizing and managing business timelines.
  • You are a strong analytical thinker with the ability to deliver high-quality work in a structured, disciplined, and time-conscious manner
  • You are approachable, proactive & positive: you focus on results, you readily take ownership, and you can provide actionable measurements
  • You have operational experience in a contact center, at the level of Team Lead or higher, and a solid understanding of how contact center KPI’s work
  • You have a data mindset, you are experienced in working with (at minimum) Excel Models (and preferably have experience with PBI & DAX), yet you are eager to learn more
  • You can build collaborative relationships with stakeholders to define requirements and delivery timeframes, driving on-time execution

We offer

  • A place in an organisation experiencing hyper-growth, with an international, inclusive company culture
  • A talented and engaged workforce, working from home across the globe
  • An appropriate salary based on market standards and flexible working hours
  • Continuous learning and plenty of opportunities for growth within your field of expertise

About Us

5CA provides people around the globe with outstanding customer support. We use their preferred channel, in their own language, at the time that is most convenient to them. We love hiring and working with geeks: people who are enthusiastic and engaged with gaming, tech, and digital topics. It is our successful Work From Home program that allows us to attract similarly minded and highly talented people, without being limited by geography. We’re passionate in what we do, deliver a great customer experience. And most of all we’re passionate about who we work with!

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