Description

You will own the analysis of large datasets to identify performance trends and drive client decision-making.

This role is on-site.

Responsibilities

• Source, combine, and prepare large datasets for scalable analysis.
• Develop and maintain Power BI dashboards to provide visibility into call centre performance.
• Conduct descriptive and diagnostic analytics to identify improvement opportunities.
• Perform root-cause analysis on operational and customer experience issues.
• Translate complex data into clear narratives for client stakeholders.

Required Skills

• 3–5 years of experience in a data analyst or analytics role.
• Strong proficiency in SQL and Power BI.
• Experience with Python or R for data handling and analysis.
• Solid understanding of descriptive and diagnostic analytics techniques.
• Ability to perform root-cause analysis and create performance reports.
• Strong data storytelling and communication skills for non-technical audiences.

Preferred Skills

• Experience in BPO, call centre, or customer experience environments.
• Familiarity with Amazon Connect Customer Profiles or Genesys Cloud CX.
• Experience with open-source interactive tools like Shiny or Dash.

Key Skills

Education

Bachelor's degree