Call Center Agent engaging with potential customers and developing sales strategies in a hybrid work environment. Responsible for managing customer relationships and contributing to sales goals.
About the role
- Senior Analyst responsible for providing data-driven insights to enhance call center performance at MFSG Technologies. Collaborating with teams for continuous operational improvement.
Responsibilities
- Develop and maintain reports and dashboards to monitor call centre operations efficiency KPIs, delivering actionable insights for performance improvement.
- Conduct root cause analysis and performance deep-dives to identify trends, gaps, and drivers of inefficiencies.
- Partner with Contact Centre leadership and collaborate with Workforce Management, Operations, and Customer Experience teams to align analytics with business needs.
- Support implementation and tracking of performance initiatives, including A/B testing, to evaluate impact and drive continuous improvement.
- Present findings and recommendations to stakeholders to support timely, data-driven decisions
- Document reporting processes, scripts, and standards to ensure consistency and reusability.
- Strong analytical thinking to evaluate effectiveness of initiatives, and propose practical, data-driven solutions.
Requirements
- Bachelor’s degree in a quantitative field (e.g., Statistics, Mathematics, Data Science, Computer Science) OR Master’s degree or graduate certificate in Analytics, Business Intelligence, or a related field
- 3+ years of experience in data analytics, including at least 1 year in a call/contact centre or service operations environment
- Hands-on experience developing dashboards, writing complex SQL queries, and generating actionable insights from large data sets
- Proficiency in SQL and Excel.
- Experience with Tableau, Power BI, or similar data visualization tools. Understanding of call centre KPIs.
- Strong communication and storytelling skills.
- Ability to manage multiple priorities in a fast-paced, high-volume environment
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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