Senior Data Analyst / Customer service department

Role Overview

As a Senior/Lead Data Analyst, you will lead the analysis of datasets related to contact center, design and manage data collection processes, and provide actionable insights to improve contact center performance and customer experience. You will leverage advanced analytics tools and propose innovative ideas to optimize workflows and elevate service quality. The ideal candidate is a proactive problem-solver with strong technical expertise and a passion for transforming data into business value.

Key Responsibilities

• Data Collection Management: Design, implement, and manage efficient data collection processes to ensure high-quality, reliable data for analysis.
• Data Analysis & Reporting: Develop, maintain, and optimize dashboards, reports, and visualizations using Power BI to monitor contact center performance metrics.
• Customer Experience Improvement: Identify trends and opportunities through data analysis to enhance customer interactions and propose innovative solutions to improve user experience.
• Process Optimization: Analyze contact center workflows, identify inefficiencies, and recommend data-driven strategies to streamline operations and boost efficiency.
• Idea Generation: Proactively propose creative, data-informed ideas to optimize contact center processes and elevate customer satisfaction.
• Stakeholder Collaboration: Partner with contact center leadership and cross-functional teams across company to align analytical solutions with business objectives.
• Data Quality Assurance: Ensure data accuracy, consistency, and integrity across all reporting and analysis activities.
• Ad-Hoc Analysis: Conduct deep-dive analyses to support strategic initiatives, such as workforce planning, customer retention, and service quality improvements.
• Mentorship: Guide and mentor junior analysts, fostering a culture of data-driven decision-making within the team.

Required Skills & Qualifications

• Experience: 4+ years of experience in data analysis, with at least 2 years in a senior or lead role, preferably within a contact center or customer service environment.
• Technical Proficiency:
• Advanced expertise in Power BI for creating interactive dashboards and visualizations.
• Expert-level proficiency in Microsoft Excel (e.g., advanced formulas, pivot tables, VBA).
• Knowledge of Python is a strong plus for data manipulation, automation, or statistical analysis.

·        Statistical & Analytical Skills: Proficiency in statistical methods (e.g., regression analysis, hypothesis testing) and mathematical modeling to derive actionable insights and predict trends.

• Data Collection Expertise: Proven ability to design and manage data collection processes to ensure high-quality data inputs.
• Analytical Mindset: Strong ability to translate complex data into actionable insights and communicate findings to non-technical stakeholders.
• Innovation & Problem-Solving: Demonstrated ability to generate creative, data-driven ideas to improve customer experience and optimize processes.
• Industry Knowledge: Familiarity with contact center operations and KPIs (e.g., AHT, FCR, CSAT) is highly desirable.