Are you a data-driven individual with a passion for optimizing call center operations We are seeking a Call Center Data Analyst to join our team. In this role, you will play a crucial part in improving our call center's efficiency and customer satisfaction by focusing on Key Performance Indicators (KPIs) and workforce reporting, with expertise in Freshdesk analytics considered a significant advantage.
Key Responsibilities:- KPI Analysis: Monitor and analyze Key Performance Indicators (KPIs) to evaluate call center performance, including metrics such as average handle time, first call resolution, customer satisfaction, and agent productivity
- Workforce Reporting: Develop and maintain detailed workforce reports, including agent schedules, call volumes, and workload distribution, to ensure efficient staffing and resource allocation
- Freshdesk Analytics: Utilize expertise in Freshdesk analytics to extract actionable insights, track ticket trends, and optimize support workflows for improved customer service delivery
- Data Collection: Gather and organize call center data from various sources, ensuring data accuracy and integrity
- Data Visualization: Create informative and visually appealing reports and dashboards to present findings to call center management and stakeholders
- Continuous Improvement: Collaborate with cross-functional teams to identify process improvement opportunities and drive initiatives to enhance call center operations
- Develop and implement quality assurance processes to ensure optimal customer service
- Collaborate with teams across the organization to identify and address performance gaps
- Conduct root cause analysis and drive solutions to address customer complaints and escalations
- Monitor call center efficiency and productivity to ensure service level agreements (SLAs) are met or exceeded
- Other reporting duties as assigned
Qualifications:- Bachelor's degree in a related field (e.g., Business, Data Science, Analytics) preferred
- Proven experience in call center data analysis, KPI monitoring, and workforce reporting
- Proficiency in data analytics and visualization tools such as Microsoft Excel, Tableau, or Power BI
- Familiarity with Freshdesk or similar customer support platforms is a strong plus
- Strong analytical and problem-solving skills with meticulous attention to detail
- Excellent communication and presentation skills to convey insights effectively
- Ability to work independently and collaboratively in a fast-paced environment
- A commitment to continuous learning and staying updated on industry best practices
Requirements- Bachelor's degree in a relevant field, such as business, statistics, or computer science
- 3+ years of experience working with customer data in a call center or customer service environment
- Strong analytical skills, with the ability to analyze and interpret data from a variety of sources
- Advanced knowledge of Excel and experience working with data visualization and dashboarding tools
- Familiarity with customer feedback surveys and methodologies
- Excellent communication skills, with the ability to work collaboratively with cross-functional teams
- Passion for data-driven decision making
- Ability to work independently in a fast-paced, decentralized work environment
BenefitsWork from home
