Job Description
Roles & Responsibilities
Data Collection & Management
- Extract and compile data from multiple sources such as ticketing tool, call management systems, and databases
- Prepare and maintain daily, weekly, and monthly reports at a team and agent level
- Ensure data accuracy, completeness, and consistency across all reports
- Automate recurring reports to enhance efficiency and reduce manual effort
Reporting & Dashboard Creation
- Develop and maintain daily performance dashboards
- Prepare executive-level summary reports
- Create dynamic dashboards using Excel, Power BI, or Tableau
- Present data insights in a clear, concise, and actionable format
Data Analysis & Business Insights
- Analyze key metrics such as Volume, Revenue, CSAT, AHT, Attrition, and productivity
- Identify performance gaps a...