Job Summary:
We are seeking a meticulous and driven Data Analyst to join our Contact Center team. This role involves analyzing data to support operational decision-making and drive process improvements within our contact center. The ideal candidate will be adept at extracting, cleaning, and interpreting data, with the goal of enhancing customer experience, efficiency and overall performance.
Key Responsibilities:
- Extract, clean, and consolidate data from multiple sources to produce daily, weekly and monthly reports.
- Write and optimize SQL queries for efficient data retrieval.
- Respond to ad-hoc data requests from clients and management, delivering timely and accurate insights.
- Collaborate with developers to automate reporting processes.
- Serve as a point of contact for client data-related inquiries.
- Analyze contact center performance metrics, including call volumes, response times and customer satisfaction.
- Develop and maintain dashboards and reports to monitor key performance indicators (KPIs).
- Identify trends and patterns in data to guide strategic and operational decisions.
- Work with management and various departments to derive actionable insights and recommendations.
- Support the rollout of process improvements based on data insights.
- Ensure the accuracy and integrity of data across all reporting.
- Assist with demand forecasting and capacity planning using historical data trends.
- Stay informed about industry best practices and emerging technologies in data analysis.
- Perform other related duties as assigned by management.
Qualifications and Skills:
Education: Bachelor’s degree in Business, Computer Science, Mathematics, Data Analytics or a related field.
Experience: 1–3 years of experience in data analysis, ideally in a contact center environment.
Technical Skills:
- Proficient in data analysis tools such as Excel, SQL, and Python.
- Experience with data visualization platforms, including Tableau, Power BI, or AWS QuickSight.
- Communication: Strong written and verbal communication skills; able to effectively present insights and recommendations.
- Problem Solving: Detail-oriented with strong analytical and critical-thinking skills.
- Self-Motivation: Proactive and able to work independently with minimal supervision.
- Time Management: Excellent organizational skills with the ability to manage multiple priorities and perform under pressure.
- Quality Focus: High attention to detail, ensuring data accuracy and integrity.
- Knowledge of Analytics: Familiarity with statistical analysis, modeling, and data visualization techniques.
