Job description
Summary: The Data Analyst role is tailored for early-career professionals aiming to establish a strong foundation in data-driven decision-making within a fast-paced BPO environment. This position is pivotal in supporting business operations by gathering, analyzing, and interpreting data from multiple sources to deliver actionable insights that enhance service delivery and operational efficiency.
The analyst contributes significantly to workforce management by enabling data-informed scheduling, performance tracking, and reporting, ensuring optimal resource allocation and team productivity. By utilizing tools such as Excel, Google Sheets, and BI platforms (e.g., Power BI, Tableau), the Data Analyst transforms raw data into clear, insightful reports that guide strategic initiatives and foster continuous improvement across teams.
Responsibilities
Collect, clean, and organize data from diverse sources including CRM systems, call logs, and operational dashboards Analyze operational performance metrics such as customer engagement, recovery rates, and service level adherence Prepare and distribute daily, weekly, and monthly performance reports for management review Monitor and report on key performance indicators (KPIs) across teams and business units Identify trends, patterns, and anomalies in business data to support proactive decision-making Develop and maintain interactive dashboards using Excel, Google Sheets, or BI tools (e.
g., Power BI, Tableau) Ensure data accuracy, consistency, and integrity across all reporting and analytical outputs Support workforce management activities by assisting in shift planning and staff scheduling based on forecasted workloads Track agent availability, productivity, adherence, and utilization to support performance optimization Analyze call volume trends and workload patterns to inform staffing strategies and resource planning Deliver insights that improve workforce efficiency, service levels, and overall operational performance Requirements Requirements: