Job Summary:
We are seeking a meticulous and data-driven Data Analyst to support our contact center operations by extracting, analyzing and presenting data to drive insights and inform business strategies. In this role, you will work closely with various teams to ensure accurate data reporting, develop automated solutions and provide actionable insights to enhance contact center performance.
Responsibilities:
- Extract, clean, and analyze data from multiple sources to generate daily, weekly, and monthly reports.
- Develop and execute SQL queries to retrieve information efficiently.
- Fulfill ad-hoc data requests from projects and management to meet business needs.
- Collaborate with developers to automate reporting processes, enhancing data availability and accuracy.
- Liaise with projects on data-related queries and issues, ensuring clear and timely communication.
- Analyze contact center performance metrics, including call volume, response times and customer satisfaction scores.
- Develop and maintain dashboards to monitor Key Performance Indicators (KPIs) and improve operational visibility.
- Identify trends and patterns in data to provide actionable insights and support strategic decision-making.
- Collaborate with management and cross-functional teams to deliver data-driven recommendations.
- Assist in implementing process improvements based on data analysis and findings.
- Ensure data integrity and accuracy across all reports and dashboards.
- Contribute to demand forecasting and capacity planning by analyzing historical data trends.
- Stay informed on industry best practices and emerging technologies in data analytics.
- Perform additional duties as assigned, contributing to the overall data strategy and operations.
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 and reporting, preferably within a contact center environment.
Technical Skills: Proficiency in SQL, with experience in writing complex queries. Experience with data analysis tools (Excel, SQL, Python) and data visualization tools (Tableau, Power BI, AWS QuickSight). Demonstrated ability to build reports and dashboards that effectively communicate key metrics and trends.
Soft Skills: Strong communication and presentation skills, with the ability to convey complex insights to non-technical stakeholders. Proactive, detail-oriented, and capable of working independently with minimal supervision. Excellent time management, critical thinking, and problem-solving abilities.
Additional Skills: Familiarity with statistical analysis, modeling, and industry best practices in data integrity.
Preferred Qualifications:
Experience working in a contact center environment or with contact center analytics.
Knowledge of process improvement methodologies and capacity planning.
