Job Purpose
Responsible for analyzing call center data and performance metrics to support operational efficiency, service quality, and data-driven decision-making.
Key Responsibilities
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Analyze call center KPIs (AHT, SL, FCR, CSAT, call volumes, abandonment)
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Prepare daily, weekly, and monthly performance reports
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Create dashboards and visual insights for management
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Identify trends, gaps, and improvement opportunities
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Support forecasting and workforce planning
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Ensure data accuracy and reporting consistency
Qualifications & Skills
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Bachelor’s degree in a related field
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2–4 years of data analysis experience (call center preferred)
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Strong Excel and SQL skills
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Experience with Power BI or Tableau
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Knowledge of call center systems and CRM tools
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Strong analytical and communication skills
