- Remote, India
- Remote
- Full-time · Mid
- 5+ years
A skilled and detail oriented Data Analyst who will play a crucial role in optimizing our strategies through accurate and insightful reporting and analysis.
Responsibilities
- Collect and analyze data related to workforce management, including call volumes, service levels, agent performance, and other key metrics.
- Maintain & publish comprehensive reports at day level, week level, month & quarter level including dashboards that provide a clear understanding of performance and efficiency (metrics like Shrinkage, Attrition, Graduation rate, AHT, Occupancy, Service level etc).
- Identify trends and patterns in data & provide recommendations for process improvements and optimization both internal & external facing.
- Collaborate with cross-functional teams to understand business requirements and translate them into meaningful reporting solutions.
- Monitor, track & publish metric comparisons (Budget vs Assumption vs Actual’s).
Requirements
- Degree in computer, Science or Mathematics, or a related field