Responsibilities
- Extract and clean the data from various data sources to generate daily, weekly and monthly reports.
- Writing SQL queries to retrieve information quickly.
- Fulfil ad-hoc data request from client and management.
- Work / Collaborate with Developer(s) to automate reports
- Liaise with client on data related queries
- Analyze contact center performance metrics, including call volume, response times, and customer satisfaction scores.
- Develop and maintain dashboards and reports to monitor key performance indicators (KPIs).
- Identify trends and patterns in data to inform operational improvements and strategy.
- Collaborate with management and other departments to develop actionable insights and recommendations.
- Support the implementation of process improvements based on data findings.
- Ensure data integrity and accuracy.
Requirements
- Minimum Bachelors in Business, Computer Science, Mathematics, Data Analytics, or a related field.
- At least 1 to 3 year of experience building reports using Excel, SQL AWS Quick sight or any other business intelligence and data analytics tools.
- Proficiency in data analysis tools (e.g., Excel, SQL, Python) and data visualization software (e.g., Tableau, Power BI).
- Proven experience in data analysis, preferably in a contact center environment.
- Strong communication and presentation skills
- Proactive and able to work independently with minimum supervision.
- Excellent time management with strong critical thinking and ability to handle pressure.
- Detail-oriented with a strong focus on accuracy and data integrity.
- Familiarity with statistical analysis and modeling.
Shortlisted candidates will be offered a 1 Year Agency Contract employment