Assistant manager, Contact Centre Analytics

Inviting applications for the role of Assistant manager, Contact Centre Analytics!

In this role, the ideal candidate will take ownership of data loading and analytical processes for large datasets, apply strong SQL and Excel skills to derive insights, and proactively design automation to streamline and enhance existing reporting processes.

Responsibilities

• Perform daily/ weekly data pull and upload from client system to snowflake.

• Work on weekly and monthly excel reporting, troubleshoot in case of discrepancies and synthesize data using key business KPIs such as volume and type of calls handled by the agents, bookings etc.

• Help develop automated reports to be sent to executives in a periodic manner

• Support programs by assessing performance KPIs while maintaining data accuracy and reporting/ resolving errors seen in the data

• Analyze call volumes for various booking platforms and provide optimization solutions/ insights

• Conduct investigative research to answer basic business questions

• Deliver monthly client presentations on key programs

• Ensuring on-time quality deliverables

• Demonstrate attention to detail in quality assurance of data delivery

• Maintain documentation on processes

• Leverage multiple reporting systems and databases to generate actionable insights

• Data wrangling and reporting on various upstream and downstream processes to ensure smooth maintenance of the incentive program

• Highly accountable and owns all deliverables with minimal supervision.

Qualifications we seek in you!

Minimum Qualifications

• Minimum Qualification: B.Tech/ MBA/ Post-graduate (Data and Analytics/ comparable streams)

• Good years of experience in working on rule-based data, integrating changes to business logic/ rules, finding and resolving errors

• Basic knowledge of SQL and solid data understanding

• Adept at managing large volumes of data at least on Excel

• Proficient in Microsoft Suite (MS Excel, PowerPoint, Word)

• Effective multi-tasking to prioritize & manage short-term and long-term deliverables

• Highly tenacious with an ability to interact confidently with leadership and global clientele and having an eye for detail

Preferred Qualifications/ Skills

• Experience in working on contact center data will be preferred

• A drive to self-learn and explore new technologies and ideate automation of manual reports to the extent possible would be preferred.