Job Description

About Keen
At Keen, we don't just deliver services -- we embed ourselves into the heart of our clients' businesses. From digital marketing and creative to customer experience, we craft bold, high-performance digital experiences for global brands.
Keen helps some of the most exciting U.S. and international brands scale smarter by embedding expert teams that drive results across marketing, creative, customer experience, and sales.
We're not a legacy BPO. We're a partner in growth -- and that's where you come in.
About the Role
We're hiring a Data Analyst to support the operations of our contact center and BPO teams. You'll play a critical role in monitoring performance, identifying areas for improvement, and enabling better decision-making across the support operation.
This role is ideal for someone who thrives on structured data, understands the contact center environment, and knows how to turn insights into action. You'll work cross-functionally with Workforce, QA, Training, Team Leads, and Client Stakeholders to ensure the operation is scalable, efficient, and high-performing.
What You'll Do

• Own data analysis and reporting for our organization - starting from a team of one
• Analyze core customer support metrics such as AHT, FCR, CSAT, and SLA adherence across teams and time periods
• Build and maintain reporting dashboards using tools like Looker, Power BI, Tableau, or Excel
• Identify performance trends, customer friction points, and operational gaps through deep-dive analysis
• Conduct root cause analysis and deliver clear, actionable recommendations to internal and client stakeholders
• Support volume forecasting, capacity planning, and staffing recommendations in partnership with the workforce management and scheduling teams
• Present daily insights to Team Leads, CX Managers, and client-side leadership
• Participate in strategic initiatives such as CRM optimization, contact flow redesign, and automation planning
• Gather and document business requirements for analytics and reporting improvements, collaborating with IT or product teams as needed

Requirements
What We're Looking For

• 3+ years of experience in a predominantly data analysis role -- ideally in a BPO, customer service, services, sales or support environment
• Advanced Excel and Google Sheet skills and hands-on experience with BI/reporting tools (Power BI, Tableau, Looker, etc.)
• Working knowledge of CRM or contact center systems and metrics (e.g., Zendesk, Salesforce, Genesys, Five9)
• Analytical mindset with proven ability to translate complex data into business insight
• Strong ownership skills - this is a team of one, and someone who is comfortable managing themselves is required
• A self-starter mentality - you don't wait for someone to tell you what to do - you have the curiosity to find data to potential problems
• Strong written and verbal communication skills -- especially around storytelling with data
• Experience coordinating across cross-functional teams including Operations, QA, training, and tech
• Bachelor's degree in business, statistics, math, or related field preferred (or equivalent experience)
• Bonus: Familiarity with SQL and/or data querying, and exposure to Lean, Six Sigma, or continuous improvement frameworks

Benefits
What's In It for You

• Competitive full-time compensation
• In-office collaboration at our Cape Town office with global teammates
• Transport and Medical allowances
• Work directly with high-growth clients in tech, delivery, and merchant services
• Contribute to real operational improvements and performance acceleration
• Birthday leave + professional development budget
• Be part of a team that values insight, ownership, and measurable impact

This is a full-time in-office role based in Cape Town. Working hours align with U.S. client operations: 3 pm to 12 am SAST (4 pm to 1 am during U.S. winter hours). Reliable commuting is required.

Skills Required