Data Analyst

Job Summary

A company is looking for a Data Analyst to transform contact center operations through data-driven insights.

Key Responsibilities

• Analyze contact center data to identify trends and operational challenges
• Build and maintain performance management tools, scorecards, and dashboards
• Collaborate with operations leaders to understand data needs and deliver tailored solutions

Required Qualifications

• 3-5 years of experience as a Data Analyst in Workforce Management or contact center operations
• Extensive experience with SQL and data warehousing concepts
• Proven experience building dashboards using Business Intelligence tools
• Advanced proficiency with spreadsheet tools, including complex formulas and data visualization
• Strong understanding of contact center metrics and operational processes