Data Analyst

• Gather, clean, and organize data from multiple sources, such as CRM systems, call logs, and internal databases.
• Ensure data integrity and accuracy by identifying and correcting discrepancies.
• Analysis and Insights:

• Analyse large datasets to uncover trends, patterns, and insights that drive process improvements.
• Conduct root cause analysis on performance gaps and operational inefficiencies.
• Create predictive models to forecast business performance and customer behaviour.
• Reporting and Visualization:

• Develop and maintain dashboards, reports, and visualizations using BI tools (e.g., Tableau, Power BI).
• Present findings and recommendations to stakeholders in a clear and concise manner.
• Performance Monitoring:

• Track key performance indicators (KPIs)
• Provide insights to improve agent performance and customer outcomes.
• Process Improvement

• Collaborate with operations and quality teams to implement data-driven solutions.
• Automate repetitive tasks and reporting processes to improve efficiency.

• Education:

• Bachelor’s degree in Data Science, Statistics, Computer Science, or a related field.
• Experience:

• 3+ years of experience as a Data Analyst, preferably in a BPO environment.
• Experience with analysing call centre metrics and operational data is a plus.
• Technical Skills:

• Proficiency in data analysis tools and languages (e.g., Excel, SQL, Python, R).
• Experience with BI tools like Tableau, Power BI, or Looker.
• Knowledge of database systems and data visualization techniques.

CallForce