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Contact Center Data Analyst (01 Position)

Lahore, Pakistan

Job Description:

  • Analyze large amounts of data related to contact center operations to discover trends and patterns. .
  • Present information using data visualization techniques and develop interactive dashboards.
  • Analyze the business challenges and propose solutions and strategies for improvements.
  • Prepare daily / weekly / monthly reports to bring visibility in terms of departmental performance.
  • Predict and forecast business growth and requirements. 
  • Facilitate in prioritizing tasks to address changing load/levels of client requests and volume.
  • Define thresholds for raising alerts and generating prompt staffing response.
  • Coordinate with management and relevant team members to constantly keep abreast with anticipated business, events and circumstances that have the potential to significantly affect work volume.
  • Direct the activities of staff in support of quality and high customer satisfaction.
  • Regularly monitor all incoming channels (calls, emails) to identify areas of improvement and provide suggestions accordingly.
  • Work on issues of diverse scope, where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends.
  • Build solid productive relationships with all levels of leadership and support teams.
  • Adhere to the shared schedule & demonstrate flexibility as per the need.
  • Constantly work on personal development & skill transfer.

We are looking for:

  • Minimum Graduation
  • Minimum 3 years

Skills:

  • 2 + years hands on of experience as a data analyst and in data mining.
  • Minimum BSc/BA in Computer Science, Mathematics or relevant field.
  • Thorough knowledge of excel and other reporting platforms.
  • Excellent communication and presentation skills.
  • Analytical mind and business acumen.
  • Strong knowledge of customer care processes and techniques.
  • Problem-solving aptitude.
  • Flexible and open personality.
  • EWell versed with industry best practices.
  • Specialized certification is a plus..

Job Location:

  • Lahore
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