We are looking for a detail-oriented Data Analyst with strong Tableau experience to support reporting and analytics within a UnifyCX program. This role focuses on delivering actionable insights that improve customer experience (CX), optimize contact center performance, and support client-facing reporting. The analyst will work closely with operations and support teams to translate data into meaningful business insights.
Key Responsibilities
- Develop and maintain interactive dashboards and reports using Tableau for CX and operational performance
- Analyze contact center and back-office data (AHT, FCR, CSAT, NPS, SLA, productivity) to identify trends and improvement opportunities
- Partner with operations, WFM, QA, and clients to gather reporting requirements and deliver insights
- Translate business questions into data visualizations and actionable recommendations
- Ensure data accuracy, consistency, and integrity across multiple data sources
- Automate recurring reports and improve reporting efficiency
- Support client reporting, business reviews, and performance presentations
- Perform root cause analysis on performance gaps and service issues
- Provide ad hoc analysis to support decision-making and operational improvements
Qualifications
- Bachelor's degree in Data Analytics, Statistics, IT, Business, or related field
- 2–5+ years of experience in data analysis within a BPO, CX, or shared services environment
- Strong hands-on experience with Tableau (dashboard design, calculated fields, data blending)
- Proficiency in Excel and SQL for data extraction and analysis
- Experience working with contact center metrics and reporting
- Strong analytical thinking and problem-solving skills
- Good communication and data storytelling skills, especially for client-facing presentations
- Ability to manage multiple priorities in a fast-paced, client-driven environment
