Call Center Data Analyst

What You'll Be Doing:

• Coordinate across teams and departments to streamline/automate processes and ensure seamless service delivery.
• Analyze call center data (voice, chat, email) to identify trends, patterns, and areas for improvement across campaigns.
• Create compelling data visualizations to communicate findings to both technical and non-technical audiences.
• Translate complex data sets into actionable recommendations for the operations team, providing clear action items.
• Develop comprehensive dashboards to provide insights for stakeholders.
• Conduct proactive and on-demand analysis, recommending solutions for performance improvement.
• Coach team members and leaders to enhance their leadership and technical skills.
• Maintain SOPs and documentation processes, ensuring accuracy and consistency.

What We Expect You To Have:

• 5+ years of experience in BPO/Call center reporting, with strong Data analysis skills.
• Technical skills in SQL or DBA tools (ability to read and understand code), advanced Excel (Power Query, Power Pivot), and experience with BI/ETL tools (e.g., Talend).
• Proven ability to identify opportunities for optimization, automation, and process improvement in reporting.
• Strong leadership skills with the ability to manage deliverables accurately and on time.

Hours:1:00/1:30 PM to 10:00/10:30 PM