- Bachelors degree in Data Science, Statistics, Computer Science, Mathematics, or related field.
- 4-5 years of experience in data analysis or business intelligence, preferably in a call center or service operations workplace.
- Strong knowledge of MS Excel, SQL, and Python (or R) for data manipulation and analysis.
- Experience with data visualization tools (e.g., Power BI, Tableau).
- Excellent analytical thinking and attention to detail.
- Strong communication and collaboration skills
Role & responsibilities
- Analyze call logs, customer interactions, and agent performance data to identify trends and patterns.
- Create and maintain dashboards and reports that track key call center metrics (e.g., Average Handling Time, Call Drop Rate,
First Call Resolution, CSAT).
- Collaborate with team leads and operations to optimize staffing, resource allocation, and call flow.
- Develop predictive models to forecast call volumes and improve scheduling efficiency.
- Automate routine reporting processes using Python, SQL, or relevant BI tools.
- Deliver data-driven recommendations to improve overall call center efficiency and customer satisfaction.
- Ensure data accuracy, consistency, and integrity across all analytics processes.