Daniel Bopape

Technical Business Analyst

Technical Product Specialist with experience translating operational needs into requirements, user stories, process flows and acceptance criteria. Work across Operations, QA, Reporting, Workforce Management and technical teams on reporting systems, workflow automation and API/CRM integration initiatives. Supported approximately 13 campaign launches and combine hands-on SQL and Power BI skills with UAT, data validation and reporting governance.

Cape Town, South Africa

Languages

Skills

Certifications

Work Experience

Technical Business Analyst / Technical Product Specialist

Call-lab BPO

May 2023 — Present

Gather requirements across Operations, QA, Reporting and Workforce Management for platform enhancements, reporting systems and workflow automation
Translate stakeholder needs into user stories, process flows, KPI definitions, reporting logic and acceptance criteria for technical delivery
Coordinate requirement clarification, validation and UAT for API and CRM integration work involving telephony and operational platforms
Support approximately 13 campaign launches by configuring reporting, workflows and operational requirements for local and international clients
Automate recurring reporting using Power BI, SQL, SharePoint, Power Automate and ETL workflows; saved time by 50% in preparation of one major report
Own delivery of approximately 15 recurring daily, weekly and monthly reports; manage a reporting resource and previously supervised teams of up to three

Reporting Analyst / Systems Analyst

Call-lab BPO

Nov 2022 — May 2023

Converted stakeholder reporting needs into structured datasets, KPI models and recurring outputs using SQL, Power BI, Power Query and Excel
Standardized definitions for average handling time (AHT), QA, customer satisfaction (CSAT) and occupancy to reduce inconsistent interpretation
Performed data validation, reconciliation and reporting audits, documenting calculation logic and unresolved data-quality issues

Contact Centre Manager / Workforce Management Analyst

Call-lab BPO

Nov 2020 — Nov 2022

Managed approximately 30 employees across four teams and five campaigns; used SLA, productivity and call-volume analysis to identify process improvements
Built workforce-planning templates, shift models and forecasting tools to support staffing and coverage decisions

Team Leader

Call-lab BPO

Nov 2019 — Nov 2020

Tracked daily KPIs and used performance data to structure agent coaching

Helpdesk Agent

Syntell (PTY) Ltd.

Mar 2018 — Nov 2019

Resolved support cases and documented recurring issue patterns for escalation

Customer Service Representative

MultiChoice

Apr 2014 — Mar 2017

Handled customer queries and escalated recurring service issues

Intern in Supply Chain Management

Western Cape Government, Department of Cultural Affairs and Sport

Apr 2013 — Mar 2014

Supported asset tracking and administrative process documentation

Skills

Business analysis: Requirements elicitation, stakeholder management, process mapping, user stories, acceptance criteria, gap analysis, technical documentationDelivery and systems: User acceptance testing (UAT), solution validation, API/CRM integration support, workflow design, Jira, AgileData and automation: SQL, Power BI, Power Query, Excel, KPI definitions, data reconciliation, ETL workflows, SharePoint, Power Automate

Education

National Senior Certificate (Matric)

Harold Cressy High School

Certifications

IBM Business Analyst Professional Certificate

IBM / Coursera

In progress

IBM Product Manager Professional Certificate

IBM / Coursera

In progress

Languages

English

Fluent

Xhosa

Fluent

Selected Projects

Call Center Reporting Reconciliation

Investigated conflicting Total Calls figures across dashboards, agent activity reports and queue exports; documented requirements, assumptions, decision logs and acceptance criteria.

Established a temporary source-of-truth approach using queue exports and defined reporting standards. Final counting logic remains pending developer confirmation.

Complaint Management System

Designed and implemented a Microsoft Forms, SharePoint and Power Automate workflow supporting approximately 10 – 20 complaints per month.

Translated complaint-handling needs into structured intake, risk classification, centralized tracking, automated PDF records and stakeholder notifications.