Data Analyst - Operations

Job Description

Key Responsibilities: 1. Call Monitoring & Performance Management: - Monitor inbound and outbound calls to ensure quality, compliance, and customer satisfaction. - Evaluate agents based on key metrics such as AHT (Average Handle Time), conversion rates, and success rates of calls. - Provide regular feedback and coaching to agents to improve performance and customer service delivery. 2. Agent Efficiency & Development: - Track and analyze agent performance to identify areas for improvement. - Work closely with agents to implement training plans and ensure optimal performance. - Provide consistent and constructive feedback to enhance agent skills and knowledge. 3. Performance Metrics & Reporting: - Analyze performance data to assess team efficiency, AHT, call conversions, and overall success rates. - Generate regular performance reports and present findings to senior management. - Recommend and implement strategies to improve operational efficiency and effectiveness. 4. Roster & Shift Planning: - Develop and manage the rostering and shift planning for call center agents to ensure adequate staffing levels. - Ensure optimal staffing during peak hours and adjust schedules based on demand. - Handle shift changes, leave requests, and absenteeism to minimize operational disruptions. 5. Process Optimization & Continuous Improvement: - Work closely with the operations team to continuously identify and implement process improvements to enhance team performance. - Lead initiatives to reduce AHT while maintaining quality customer service and improving conversion rates. - Conduct root cause analysis on underperformance or issues and develop strategies to resolve them. Qualifications & Skills: Education: - Graduate degree (Bachelor's or equivalent) in any field. Experience: - Minimum of 2-3 years of work experience in a similar role, preferably within a call center or customer service environment. - Proven experience in managing call center operations and understanding of key performance metrics (AHT, conversion rates, etc.). Skills & Competencies: - Strong proficiency in Excel and Google Sheets (data analysis, reporting, creating dashboards). - In-depth understanding of call center metrics, including AHT, conversion rates, and agent performance. - Excellent analytical and problem-solving skills to identify issues and implement solutions. - Strong communication and coaching abilities to manage and motivate a team of agents. - Experience in roster planning and shift scheduling to optimize staffing. - Ability to thrive in a fast-paced, high-pressure environment while maintaining a focus on quality. - Strong organizational skills with the ability to multitask and prioritize effectively.