Job Description:
• Extract and clean data from various sources to generate daily, weekly, and monthly reports.
• Write SQL queries for quick data retrieval.
• Fulfill ad-hoc data requests from clients and management.
• Collaborate with developers to automate reporting.
• Liaise with clients regarding data-related queries.
• Analyze contact center performance metrics, including call volume, response times, and customer satisfaction scores.
• Develop and maintain dashboards and reports to monitor KPIs.
• Identify trends and patterns to support operational improvements and strategy.
• Collaborate with management to provide actionable insights and recommendations.
• Support process improvement implementation based on data findings.
• Ensure data accuracy and integrity.
• Assist in demand forecasting and capacity planning using historical data trends.
• Stay updated on industry best practices and emerging technologies in data analysis.
• Perform other duties assigned by management.
Job Requirements:
• Bachelor’s degree in Business, Computer Science, Mathematics, Data Analytics, or a related field.
• 1–3 years of experience in report building using Excel, SQL, AWS QuickSight, or other BI/data analytics tools.
• Proficiency in data analysis tools (Excel, SQL, Python) and data visualization software (Tableau, Power BI).
• Experience in data analysis, preferably in a contact center environment.
• Strong communication and presentation skills.
• Ability to work independently with minimal supervision.
• Excellent time management, critical thinking, and ability to work under pressure.
• Detail-oriented with a focus on data accuracy and integrity.
• Familiarity with statistical analysis and modeling
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We regret only short-listed candidates will be notified.
