Contact Center Report Analyst

Job Title: Senior Report Analyst (Contact Center Domain is must)
Work Location: Gandhinagar, Gujarat (Work From Office)
Shift: 1:00/1:30 PM to 10:00/10:30 PM

WHAT WE EXPECT YOU TO HAVE:
* Experience 5+ years only.
* Coordinate across teams and departments to promote continuous development, streamline/automate the processes/reports, and ensure seamless service delivery to customers.
* Understanding call center data (voice, chat, email processes) to identify trends, patterns, and areas for improvement across campaigns.
* Create compelling data visualizations that effectively communicate findings to both technical and non-technical audiences.
* Translate complex data sets into actionable recommendations for the operations team, defining clear action items based on analysis.
* Develop team members and leaders by coaching them to take advantage of their opportunities and enhance their skills (leadership as well as technical).
* Develop comprehensive dashboards that provide insights to stakeholders.
* Perform proactive / on-demand analysis and recommend solutions for performance improvement.
* Understanding of documentation, having SOPs, and ensuring that is maintained.
* Technical skills i.e. Basic understanding of SQL or DBA tool (i.e. to read and understand code), Advance Excel (PQ, PP), Any BI tool, ETL tool (i.e. Talend) understanding.
* Identify room for optimization on the reporting process, provide inputs if it can be automated or minimize the manual intervention/dependencies / reduce time.
* Leadership skills, manage deliverables timely and accurately.
* 4-5 years of BPO / call center experience in managing call center reporting.