Data Science Analyst

Requirement:

• 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 environment.
• 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.