Business Intelligence Analyst

Are you a curious and commercially aware analyst who can turn complex operational data into clear insight, meaningful performance measures and practical recommendations?

At Sigma, we’re looking for a Business Intelligence Analyst to help the organisation understand performance, strengthen KPI frameworks and make confident, data-led decisions.

This is an exciting opportunity to work with operational and support teams, investigate performance drivers and improve reporting across quality, productivity, planning and organisational effectiveness.

• Analyse site-wide operational, quality, productivity and planning metrics to identify performance trends, risks and opportunities.
• Design, enhance and continuously improve KPI frameworks, ensuring measures remain relevant and aligned with business objectives.
• Monitor productivity, utilisation and efficiency, including Average Handling Time, and investigate the drivers behind performance.
• Support planning and workforce management teams with insight into capacity, demand and workforce performance.
• Develop and enhance Power BI dashboards, executive insight packs and daily, weekly and monthly reporting.
• Partner with Operations and Support Functions to assess process adherence, procedural effectiveness and improvement opportunities.
• Translate complex data into clear recommendations that improve operational, quality and organisational performance.
• Present findings and recommendations to management, senior leaders and operational stakeholders.
• Maintain reporting accuracy, consistency, data quality and governance while supporting report automation and continuous improvement.

You’re an analytical, commercially aware and detail-focused problem solver who can connect data to business reality, challenge assumptions constructively and communicate insight with clarity.

At your core, you’re passionate about turning information into action. You combine performance analytics, business intelligence reporting, Power BI development and KPI measurement with strong data interpretation, stakeholder management and business understanding. Your proactive, methodical approach helps you solve problems, improve processes, automate reporting and strengthen organisational performance.

Success will be measured through reporting accuracy and timeliness, stakeholder satisfaction, the quality and usefulness of insight, KPI framework enhancement, productivity and AHT analysis, improvement opportunities identified and implemented, support for continuous improvement initiatives, and strong data quality and governance compliance. Key outputs will include KPI dashboards, executive insight packs, site-wide performance reports, productivity and utilisation analysis, AHT reviews, quality performance reporting, organisational performance reviews, planning insight and data-led improvement recommendations.

• Two to four years’ experience in performance analytics, business intelligence, data analytics or a related role.
• Strong experience developing and supporting Power BI reports, dashboards and visual insight solutions.
• A sound understanding of KPI design, measurement, performance frameworks and reporting governance.
• Experience analysing large datasets and operational, productivity, quality, efficiency and utilisation measures.
• Confidence presenting findings and actionable recommendations to executive, senior and operational stakeholders.
• Strong Excel and Microsoft 365 capability; SQL knowledge and report automation experience are advantageous.
• Strong Understanding of LLM’s and Framework design- AI desirable.
• Strong problem-solving, process improvement, commercial awareness, stakeholder management and attention to detail.
• A collaborative team approach and experience in a contact centre, BPO or fast-paced operational environment would be advantageous.

This isn’t just another Business Intelligence role.

It’s an opportunity to shape how performance is understood across the organisation, strengthen decision making and deliver insight that drives measurable improvement.

If you’re ready to turn data into meaningful insight, improve the way performance is measured and help teams make better decisions, we’d love to hear from you.