Job Description
IT Jobs. Contact & Training Centre Jobs
Position Objective:
- To support the Operations function with accurate real-time monitoring, insightful performance reporting, and data-driven workforce planning. The Data Analyst ensures adherence to service level targets, enhances operational visibility through MIS reporting, and enables proactive scheduling and forecasting to optimize resource utilization.
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Specialized Duties
Real-Time Monitoring (RTA):
- Monitor live dashboards across all queues to ensure Service Level (SL), Average Handle Time (AHT), and Occupancy remain within acceptable ranges.
- Detect, flag, and escalate anomalies such as high queue volumes, absenteeism, system outages, or service lags to the WFM/MIS Manager and relevant stakeholders.
- Track real-time agent adherence and coordinate with Account Managers on necessary interventions.
- Maintain logs of daily incidents and actions taken to restore service compliance. MIS Reporting:
- Adhere with all provisions of Data Protection Act and relevant legislations and policies.
- Collect, clean, and compile data from CRM systems (e.g., KATI), dialers, and ticketing tools into daily, weekly, and monthly reports.
- Produce performance reports covering business KPIs specific to the relevant campaign.
- Develop automated dashboards and trackers to provide live visibility to operational leadership.
- Ensure accuracy, consistency, and on-time delivery of all reports required by Operations, QA, L&D, and Client Services teams.
- Provide analysis and insights to support Monthly Business Reviews (MBRs), performance interventions, and strategic decision-making. Workforce Management (WFM):
- Assist in building, updating, and maintaining schedules, shift plans, and rosters in line with forecasted volumes.
- Monitor attendance and log adherence to identify trends in shrinkage or agent availability.
- Support forecast development using historical and real-time data.
- Participate in capacity planning exercises to ensure the contact center is adequately resourced.
- Track leaves, shift swaps, and deviations, keeping relevant trackers up to date for visibility.
Administrative Duties
- Maintain documentation and version control of all data sources, templates, and reporting methodologies.
- Work closely with the QA, L&D, and IT teams to ensure reporting aligns with operational and system changes.
- Regularly propose improvements to reporting tools, processes, and data accuracy.
- Support knowledge transfer and cross-training within the WFM/MIS unit.
- Attend daily huddles and planning meetings as required.
Recruitment Criteria
Required Experience:
- Minimum 1–2 years of experience in data analysis, MIS reporting, or contact center operations.
- Experience with real-time monitoring and workforce tools is a plus.
Required Education:
- Bachelor’s degree in Statistics, Computer Science, Information Systems, Business Analytics, or a related field.
Required Skills:
- Proficiency in Excel (pivot tables, advanced formulas, macros)
- Working knowledge of BI tools (Power BI, Tableau, or similar)
- Strong attention to detail and data accuracy
- Good understanding
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How to Apply
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