Data Analyst

Job Description:

As a Call Center Data Analyst, you will play a pivotal role in optimizing our call center performance by analyzing and interpreting data related to customer interactions, agent productivity, and overall operational efficiency. Your insights will help us make informed decisions, enhance customer satisfaction, and drive continuous improvement initiatives.

Key Responsibilities:

* Data Collection: Gather and aggregate data from various sources, including call center software, CRM systems, and customer feedback.
* Data Analysis: Analyze call center data to identify trends, patterns, and opportunities for improvement in areas such as call volume, call duration, and customer satisfaction.
* Performance Metrics: Develop and maintain key performance indicators (KPIs) to assess the effectiveness of call center operations, agent performance, and customer service quality.
* Reporting: Prepare regular reports and dashboards to communicate insights and findings to call center management and other stakeholders.
* Root Cause Analysis: Investigate and pinpoint the root causes of call center issues and bottlenecks, providing recommendations for resolution.
* Predictive Analysis: Utilize predictive analytics to forecast call volumes, staffing requirements, and customer service needs.
* Agent Training and Feedback: Collaborate with training teams to provide data-driven insights for agent coaching and development programs.
* Process Improvement: Identify opportunities to streamline call center processes, reduce wait times, and improve first-call resolution rates.

Qualifications:

* Bachelor’s degree in Data Science, Business Analytics, Statistics, or a related field.
* Proven experience in data analysis, preferably in a call center or customer service environment.
* Proficiency in data analysis tools such as Microsoft Excel, SQL, and data visualization tools (e.g., Tableau, Power BI).
* Strong analytical and problem-solving skills with a keen attention to detail.
* Excellent communication skills to convey complex data insights to non-technical stakeholders.
* Familiarity with call center software and customer relationship management (CRM) systems is a plus.
* Knowledge of statistical analysis and predictive modeling techniques.
* Ability to work collaboratively in a fast-paced environment and meet tight deadlines.
* A commitment to data integrity and confidentiality.
* Must have a medical record experience/data charting