Job Title: Contact Centre Operations Analyst

Experience: Minimum 2 years

Job Description

We are looking for a proactive and analytical candidate with a minimum of 2 years of experience in contact centre operations, real-time monitoring, or reporting.

Key Responsibilities:
Monitor real-time operations and provide service level updates and reports.
Understand cloud telephony platforms, call routing, IVR, and queue management.
Analyze operational data, identify discrepancies, and provide actionable business insights.
Recommend improvements to AHT, Service Level, and NPS.
Identify opportunities for process improvement and reporting automation.
Prepare reports and dashboards using MS Excel, PowerPoint, and SharePoint.

Required Skills:
Positive understanding of contact centre operations and cloud telephony.
Solid analytical and problem-solving skills.
Excellent written and verbal communication skills.
Working knowledge of MS Office applications.
Willingness to work in rotational shifts, including weekends and holidays.

📌 Contact Centre Operations Analyst Bengaluru
🏢 Quess IT Solutions
📍 Bengaluru