Call Center/Customer Service Data Analyst

Are you a data-driven professional with a passion for improving customer service operations? We’re looking for a Call Center/Customer Service Data Analyst to join our dynamic team and help us deliver exceptional customer experiences.
As a key member of our customer service team, you’ll use your analytical skills to dig deep into call center data, uncover insights, and provide actionable recommendations that drive performance improvements. If you have a knack for turning numbers into stories and want to help shape the future of customer service, we’d love to hear from you!
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Key Responsibilities:
• Analyze Call Center Data:
Collect, clean, and analyze data from call center systems to assess performance metrics like average handle time (AHT), first call resolution (FCR), and customer satisfaction (CSAT).
• Create Reports & Dashboards:
Develop and maintain regular reports and dashboards to track KPIs, identify trends, and support decision-making across the team.
• Provide Actionable Insights:
Identify opportunities for operational improvements, recommend process changes, and help optimize resource allocation based on data findings.
• Support Continuous Improvement:
Collaborate with team leaders and other departments to drive efficiency and quality improvements in customer service operations.
• Customer Satisfaction Monitoring:
Analyze customer feedback and satisfaction data to ensure high-quality service delivery and recommend areas for enhancement.
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What You Bring to the Role:
• Education & Experience:
A bachelor’s degree in business, Data Science, Statistics, or a related field, plus 2+ years of experience in data analysis, ideally within a call center or customer service environment.
• Technical Skills:
Strong proficiency in Excel, SQL, and data visualization tools (e.g., Power BI, Tableau). Experience with call center software (e.g., Genesys, Avaya) and CRM platforms (e.g., Salesforce) is a plus.
• Analytical Expertise:
Ability to analyze large datasets, identify patterns, and translate findings into actionable business recommendations.
• Communication Skills:
Strong verbal and written communication skills, with the ability to present data insights to non-technical stakeholders.
• Problem-Solving Ability:
A detail-oriented, proactive problem solver who can independently manage multiple projects.
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Why Join Us?
• Competitive Salary & Benefits:
Enjoy a competitive salary and comprehensive benefits package including health, dental, and vision insurance, paid time off, and retirement savings plans.
• Growth Opportunities:
We are committed to helping you grow in your career with ongoing professional development and training programs.
• Dynamic Work Environment:
Work in a collaborative, fast-paced environment with a supportive and innovative team