Description

Analyze contact center operations and data to improve customer experience and service quality.

This role is on-site.

Responsibilities

• Design call flows and create Visio charts to map contact center processes.
• Collect, analyze, and interpret complex operational data and performance metrics.
• Monitor KPIs to evaluate contact center efficiency and service quality.
• Collaborate with customer experience and quality assurance teams on process improvements.

Required Skills

• 3-5 years of experience as a business analyst within contact center or customer service environments.
• Knowledge of contact center technologies including IVR, ACD, and workforce management (WFM).
• Experience with omni-channel platforms and CRM software.
• Proficiency in data analysis tools such as Excel, Power BI, or Tableau.
• Strong analytical skills for interpreting complex datasets.
• Bachelor’s degree in Business Administration, Information Technology, or a related field.

Preferred Skills

• Project management experience or certification such as PMP or Agile.

Key Skills

Education

Bachelor's degree