Job Responsibility

• Data Analysis and Reporting:
• Collect, process, and analyze call center data from various sources (e.g., CRM systems, call logs).
• Develop and maintain regular and ad-hoc reports on key performance indicators (KPIs) such as call volume, average handle time, first call resolution, and customer satisfaction.
• Create data visualizations and dashboards to present findings to stakeholders clearly and effectively.
• Performance Monitoring:
• Monitor call center performance metrics and identify trends, patterns, and anomalies.
• Conduct in-depth analysis to understand root causes of performance issues and provide actionable recommendations for improvement.
• Data Management:
• Ensure the accuracy and integrity of data collected from different sources.
• Manage and maintain data storage systems, ensuring data is up-to-date and easily accessible.
• Process Improvement:
• Identify opportunities for process optimization and efficiency improvements based on data analysis.
• Support the development and implementation of strategies to enhance call center operations.
• Collaboration:
• Collaborate with IT and other departments to ensure seamless integration of data systems and tools.
• Provide training and support to call center staff on data-related issues and tools.

Candidacy Requirements

• Bachelor’s degree in Data Science, Statistics, Computer Science, Business Analytics, or a related field.
• Proven experience as a Data Analyst or in a similar role, preferably in a call center environment.
• Proficiency in data analysis tools and software (e.g., Excel, SQL, Python, R).
• Experience with data visualization tools (e.g., Tableau, Power BI).
• Strong analytical and problem-solving skills with attention to detail.
• Excellent verbal & written communication skills, with the ability to present data insights to non-technical stakeholders.
• Ability to work independently and as part of a team in a fast-paced environment.

We are an equal opportunity employer and offer market competitive salary packages along with attractive perks and benefits and plenty of growth opportunities for the right candidates