We are looking for a data-driven Call Center Report Analyst to join our dynamic BPO team. If you have a passion for turning complex data into actionable insights and helping operational teams reach peak performance, we want to hear from you!
Key Responsibilities:
- Data Management: Extract, scrub, and analyze data from multiple sources (ACD, CRM, WFM tools) to generate daily, weekly, and monthly performance reports.
- Performance Tracking: Monitor key metrics including AHT (Average Handle Time), CSAT, SLA, and Occupancy to identify trends and anomalies.
- Insight Generation: Provide root-cause analysis on performance gaps and recommend data-backed solutions to Operations Managers.
- Dashboard Development: Create and maintain automated dashboards (Power BI, Tableau, or advanced Excel) for real-time visibility.
- Stakeholder Collaboration: Liaise with Team Leaders and Clients to ensure reporting requirements are met with 100% accuracy and timeliness.
Requirements:
- Experience: Minimum 2+ years of experience in reporting or data analysis, specifically within a Call Center or BPO environment.
- Technical Skills: * Advanced proficiency in MS Excel (VLOOKUP, Pivot Tables, Macros).
- Experience with BI tools (Power BI/Tableau) and SQL is a strong plus.
- Familiarity with Call Center platforms (Avaya, Cisco, Genesys, etc.).
- Analytical Mindset: Strong ability to interpret numerical data and transform it into a story for non-technical stakeholders.
- Communication: Fluent in English (both written and verbal) to support global client reporting.
- Soft Skills: High attention to detail, ability to work under tight deadlines, and a proactive problem-solving attitude.
What We Offer
- Competitive salary and benefits.
- Opportunities for career growth within a leading BPO firm.
- A vibrant, fast-paced , international
- work environment.
