Business Analyst

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Responsible for advising line management on the performance of their operations and for the monthly forecast process used for staffing the customer contact centre in the most efficient and effective manner. By defining, analysing and explaining variances in operational KPI’s (actuals, forecast and budget) you are able to identify areas of improvement and play an important role in the planning & control cycle of the organisation and the operational and financial performance of the various departments.


1.Structural analysis and monitoring

Set up, use, interpret and amend Key Performance Indicators (KPI’s) to best suit with your advisory role and to the Operations department(s) you are requested to support. Identify areas for improvement and explain variances between operational KPI’s (actuals, forecast and budget) in order to play an important role in the planning & control cycle of the organisation and as such in the strategy implementation of the various Operations departments.  2.Long-term workforce management

Responsible for the monthly forecasting process used for staffing the customer contact center in the most efficient and effective manner, all on the basis of a timely, reliable and complete input of key parameters in a mathematic model (‘WorkForce Management (WFM) tool’). 

3.Incidental analysis and advice

At times you will take up your role in Lean Six Sigma process improvement projects and as such need to function in multi-disciplinary teams. Act as an representative of Finance & Administration with expertise on business analysis in projects.

4.Process knowledge

In order to function as accepted business sparring partner and advisor on improving operational performance it is necessary to fully understand the various processes in the respective Operations departments.


  • Bachelor/University degree in the field of Econometrics/Finance or similar education
  • Experience with business modelling and optimization of complex processes
  • 3-4 years experience in contact centre capacity planning/forecasting for a comparable company is highly preferred
  • Experience in (non) financial business analysis and advice
  • Fluent in Dutch and English, both spoken and written
  • Outstanding knowledge of MS Excel and preferably data-modelling.


Who are we

Cygnific is a 100% KLM affiliated daughter company which started as a modest department, but thanks to our vision on continuous improvement we have become one of the world’s best performing customer experience providers. Our goal is to give our customer a journey of inspiration along with the best possible service. We are proud of the international character of our organization, housing more than 900 employees from over 36 countries, providing service in 18 different languages. Our customer service department is formed by our love for travelling and willingness to assist our passengers 24 hours a day, 7 days a week.


What do we offer A vibrant office in the Westerpark area in Amsterdam is waiting for you, where a ‘talenknobbel’ can be useful as 18 different languages can be learnt. You have the opportunity to join a high performance and fast past work environment, but hard work should come with fun: Cygnific BBQ, XXL VriMiBo and an annual Christmas theme party! Next to the benefits that we offer from Cygnific such as holiday allowance, discount on health insurance and entering a pension plan, does working as a daughter company also has its advantages; where it is possible to fly on Stand-By tickets after a year of joining Cygnific. That, topped with a competitive salary and office hours.. need we say more?

Do you recognize yourself? Apply Now!




Contact for this vacancy:

Marielle Schouls (Manager Recruiter)

Interested in the job of

Business Analyst?