Call Center Data Expert
5 days ago
As a Data Analyst at Telecontinent, you will play a critical role in driving business decisions through data-driven insights. Your responsibilities will include:
Data Analysis:
- Gather and analyze data from various sources to identify trends and patterns.
- Develop and maintain regular reports on key performance indicators (KPIs) such as call volume, average handle time, service level, agent performance, and customer satisfaction metrics.
Collaboration and Communication:
- Work closely with management and operational teams to understand reporting needs and deliver insightful reports.
- Support team leaders and other stakeholders by providing data-driven insights to enhance decision making.
Requirements:
- Previous experience in data analysis or reporting, ideally in a call center or customer service environment.
- University education or diploma preferably in related field.
- Strong analytical and problem-solving skills with exceptional attention to detail.
- Proficiency in data analysis and visualization tools.
- Excellent communication and presentation skills, with the ability to convey complex data in a clear and concise manner.
- Self-motivated and able to work independently as well as part of a team.
- Adaptable to changing business needs and priorities.
- Eager to learn and implement new reporting technologies and methodologies.
- Proficiency in Microsoft Office Suite, particularly PowerPoint & Excel.
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