Position Objective:

• To support the Operations function with accurate real-time monitoring, insightful performance reporting, and data-driven workforce planning. The Data Analyst ensures adherence to service level targets, enhances operational visibility through MIS reporting, and enables proactive scheduling and forecasting to optimize resource utilization.

Specialized Duties

Real-Time Monitoring (RTA):

• Monitor live dashboards across all queues to ensure Service Level (SL), Average Handle Time (AHT), and Occupancy remain within acceptable ranges.
• Detect, flag, and escalate anomalies such as high queue volumes, absenteeism, system outages, or service lags to the WFM/MIS Manager and relevant stakeholders.
• Track real-time agent adherence and coordinate with Account Managers on necessary interventions.
• Maintain logs of daily incidents and actions taken to restore service compliance. MIS Reporting:
• Adhere with all provisions of Data Protection Act and relevant legislations and policies.
• Collect, clean, and compile data from CRM systems (e.g., KATI), dialers, and ticketing tools into daily, weekly, and monthly reports.
• Produce performance reports covering business KPIs specific to the relevant campaign.
• Develop automated dashboards and trackers to provide live visibility to operational leadership.
• Ensure accuracy, consistency, and on-time delivery of all reports required by Operations, QA, L&D, and Client Services teams.
• Provide analysis and insights to support Monthly Business Reviews (MBRs), performance interventions, and strategic decision-making. Workforce Management (WFM):
• Assist in building, updating, and maintaining schedules, shift plans, and rosters in line with forecasted volumes.
• Monitor attendance and log adherence to identify trends in shrinkage or agent availability.
• Support forecast development using historical and real-time data.
• Participate in capacity planning exercises to ensure the contact center is adequately resourced.
• Track leaves, shift swaps, and deviations, keeping relevant trackers up to date for visibility.

Administrative Duties

• Maintain documentation and version control of all data sources, templates, and reporting methodologies.
• Work closely with the QA, L&D, and IT teams to ensure reporting aligns with operational and system changes.
• Regularly propose improvements to reporting tools, processes, and data accuracy.
• Support knowledge transfer and cross-training within the WFM/MIS unit.
• Attend daily huddles and planning meetings as required.

Recruitment Criteria

Required Experience:

• Minimum 1–2 years of experience in data analysis, MIS reporting, or contact center operations.
• Experience with real-time monitoring and workforce tools is a plus.

Required Education:

• Bachelor’s degree in Statistics, Computer Science, Information Systems, Business Analytics, or a related field.

 Required Skills:

• Proficiency in Excel (pivot tables, advanced formulas, macros)
• Working knowledge of BI tools (Power BI, Tableau, or similar)
• Strong attention to detail and data accuracy
• Good understanding