CallCenterNinjaKey Responsibilities
Source, combine, prepare and analyse large datasets efficiently using tools that enables data scalability
Conduct descriptive and diagnostic analytics to identify performance trends, attributes, and improvement opportunities
Develop and maintain Power BI dashboards and reporting frameworks that provide clear, timely visibility of call centre performance
Support quality assurance analytics by analysing call centre agent performance data and surfacing actionable insights
Perform root-cause analysis on operational and customer experience issues to inform client decision-making
Translate complex data into compelling, clear narratives for client stakeholders through effective data storytelling
Collaborate with the Data Science team and client-facing consultants to align analytical outputs with client objectives