Data Analyst
New
J
JobgetherBPO workforce management
Based in IndiaFull-TimeMiddle
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Experience
- 4–5 years of professional experience
- Required Skills
- SQLData AnalysisMicrosoft Power BITableauMicrosoft ExcelData visualization
Requirements
- Have 4–5 years of experience as a Data Analyst, Reporting Analyst, or in a similar analytical role in the BPO industry.
- Demonstrate proficiency in Microsoft Excel, Power BI, SQL, and data visualization platforms such as Tableau.
- Have hands-on experience with workforce management platforms and Automatic Call Distribution systems, such as Avaya, TCS, IEX, Verint, or Teleopti.
- Understand workforce management principles, operational performance indicators, and reporting requirements in contact center or BPO environments.
- Have experience developing and maintaining dashboards, performance reports, and management reporting solutions.
- Know workforce management metrics including shrinkage, attrition, graduation rates, Average Handle Time, occupancy, and service levels.
- Be able to analyze large datasets, identify trends and performance gaps, and translate findings into practical recommendations.
- Have experience auditing data and validating reporting accuracy, consistency, and integrity.
- Be able to work independently, manage multiple priorities, and meet reporting deadlines.
- Be willing to work varying shifts, including after-hours and weekends when required.
- A degree in Computer Science, Mathematics, or a related discipline is preferred but not mandatory.
Responsibilities
- Collect and analyze operational data on call volumes, service levels, agent performance, workforce productivity, and other key indicators.
- Create, maintain, and publish reports, dashboards, and performance summaries across daily, weekly, monthly, and quarterly periods.
- Track workforce management metrics, including shrinkage, attrition, graduation rates, Average Handle Time, occupancy, and service levels.
- Identify performance patterns and operational gaps, and recommend improvements to workforce management strategies and productivity.
- Collaborate with workforce management, customer, finance, and other internal stakeholders to develop relevant reporting solutions.
- Compare budgeted figures and assumptions with actual results, identify discrepancies, and coordinate with stakeholders to resolve gaps.
- Audit reports, dashboards, and data inputs for accuracy and integrity, including for Monthly and Quarterly Business Reviews.
- Evaluate reporting workflows and recommend automation and process improvements.
- Translate datasets into actionable insights for internal teams and external customers.
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