Location: Mohali (WFO) | US Night Shift | Full-Time

Experience: 4+ Years

Role Overview

We are seeking a Call Center Data Analyst with strong data analysis capabilities to own workforce planning, real-time performance management, and leadership-level MIS for a US Call Center. This role blends WFM expertise with advanced Excel-driven data analysis, enabling informed decisions on staffing, productivity, cost control, and SLA delivery.

Key Responsibilities

Workforce Management &Real-Time Operations
Forecast call / lead volumes and plan short & long-term manpower
Create schedules, rosters, and shrinkage plans for US time zones
Manage real-time adherence (RTA) and intraday adjustments
Monitor absenteeism, utilization, OT/VTO, and occupancy
Support new hire ramp-up and batch productivity tracking

MIS, Reporting & Data Analysis (Core Focus)

Own Daily / Weekly / Monthly MIS for operations and leadership
Build advanced Excel-based dashboards and automated reports
Perform deep-dive data analysis on productivity, SLA, cost, and revenue trends
Analyze agent, team, and campaign-level performance patterns
Provide actionable insights and recommendations to Ops leadership
Ensure data accuracy across dialer, CRM, attendance, and HR systems
Support incentive modelling and performance improvement initiatives

Stakeholder Collaboration

Partner with Operations, QA, Training, HR, and Leadership
Support hiring plans, attrition analysis, and capacity decisions
Participate in internal and client performance reviews as required

Key Metrics Owned

Forecast Accuracy & Schedule Adherence
Shrinkage, Utilization & Occupancy
SLA / Productivity Achievement
MIS Accuracy, Timeliness & Insight Quality

Mandatory Requirements

4-6 years experience in WFM / MIS / Operations Analytics in an International Call Centre
Strong exposure to US night shift operations
Advanced MS Excel skills (Pivot Tables, VLOOKUP, formulas, dashboards)
Strong analytical mindset with ability to translate data into decisions
Hands-on experience in real-time monitoring & intraday management

Great To Have & Required

Experience with Convoso and other prominent outbound dialers (Highly Preferred)
Exposure and excellent MS Excel, Power BI / Tableau
Outbound sales or revenue-driven process experience

Why This Role

High-impact, data-driven decision-making role
Direct exposure to US clients and leadership
Clear growth path to WFM Lead / MIS Manager / Ops Analytics roles