Job Description

About us

The Contact Centre Data Analyst is responsible for collecting, analysing, and interpreting operational and customer data to improve the efficiency, quality, and performance of the contact centre.

Responsibilities

1. Data Collection & Management

• Extract and consolidate data from multiple systems (e.g., CRM, telephony, ACD, ticketing, and workforce management tools).
• Maintain data integrity and accuracy by performing regular audits and validations.
• Develop automated reports and dashboards using Excel, Power BI, or similar tools.

2. Performance Analysis

• Monitor daily, weekly, and monthly performance metrics such as call volumes, AHT (Average Handle Time), SLA compliance, FCR (First Call Resolution), and CSAT (Customer Satisfaction).
• Identify trends, patterns, and anomalies in call and case data to inform operational decisions.
• Conduct root-cause analyses for performance issues and recommend actionable improvements.

3. Reporting & Insights

• Prepare management reports highlighting performance, efficiency, and customer behaviour trends.
• Present insights and recommendations to management in a clear, data-driven narrative.

4. Continuous Improvement

• Collaborate with quality and training teams to identify areas for staff or process improvement.
• Use analytics to support process optimisation and improve customer satisfaction.
• Contribute to automation initiatives by identifying manual reporting processes that can be streamlined.

5. Stakeholder Collaboration

• Work with different stakeholders to enhance data capture and reporting capabilities.
• Partner with operations teams to translate analytical findings into actionable business outcomes.

Requirements

• Advanced Excel (pivot tables, Power Query, VBA an advantage).
• Strong knowledge of SQL, Power BI, Tableau, or similar tools.
• Familiarity with contact centre metrics and performance frameworks is an added advantage