CallCenterNinjaKey Responsibilities
Design, develop, and maintain Power BI dashboards and reporting frameworks that track and communicate call centre operational performance
Deliver periodic Service-Level Agreement (SLA) and operational reporting that provides accurate, timely, and actionable visibility to internal operational teams
Support the development of customer journey maps grounded in operational and performance data
Build interactive and visually compelling data visualisations that communicate complex operational metrics clearly and efficiently
Source, combine, prepare and analyse large datasets efficiently using tools that enables data scalability
Maintain a strong working knowledge of call centre operational metrics including AHT, FCR, CSAT, NPS, and abandonment rate
Collaborate with Data Analysts, Data Scientists, and Consultants to align reporting outputs with broader analytical and client objectives