Business Analytics

Job Description:

Position: Business Analytics 

Location: Mumbai
Experience: 2-5 years

About the Role:
We are seeking a detail-oriented professional to manage business reporting (MIS), team performance analytics, and customer issue follow-ups. The ideal candidate will coordinate across teams to ensure accurate data, timely reporting, and escalation closure.

Key Responsibilities

Performance Reporting & MIS

• Develop, compile, and publish daily/weekly/monthly MIS and performance dashboards.
• Ensure all reports are delivered accurately and on schedule.
• Validate and audit data for consistency, completeness, and reliability.
• Identify discrepancies and work with relevant teams to correct errors.
• Maintain historical data and trend analyses.

Team Performance Monitoring

• Track KPIs, SLAs, productivity, quality metrics, and compliance for all relevant teams.
• Coordinate with departmental leads to collect performance data.
• Highlight exceptions, performance gaps, and process anomalies.
• Support management reviews with insights and summaries.

Cross-Functional Coordination

• Work closely with sales, production, HR, customer service teams to gather critical performance inputs.
• Follow up with stakeholders to ensure timely data submission.
• Help create standardized reporting templates and processes.

Customer Support Escalation Management

• Log, track, and follow up on customer service issues raised.
• Coordinate with responsible teams to ensure timely resolution.
• Monitor ticket aging, turnaround time, and closure rates.
• Escalate critical or delayed issues to management.

Analytics & Insights

• Generate actionable insights to improve performance metrics and service levels.
• Support root-cause analysis and improvement recommendations.
• Assist in automation/optimization initiatives for reporting.

Documentation & Compliance

• Maintain documentation of reporting processes, data sources, and definitions.
• Ensure adherence to data privacy and integrity standards.

Required Skills, knowledge and competency:

• Advanced Excel (Pivot, Lookups, Formulas)
• Exposure to Power BI / Tableau (preferred)
• Strong communication & coordination skills
• Customer service, handling escalation resolution

• Proactive, organized, strong ownership mindset

Experience & Qualifications

• Bachelor’s degree in Business, Analytics, IT, Commerce, or related field.
• 2-5    years of experience in MIS reporting, business analytics, or operations support.
• Experience in customer service coordination or ticket management is a plus.