Data Analyst

About the Role

The Data Analyst will play a key role in transforming operational data into actionable insights that drive performance, efficiency, and strategic decision-making across our BPO programs. This role will partner closely with Operations, Quality, Workforce Management, Training, and Client Stakeholders to analyze trends, optimize processes, improve customer experience, and support business growth through intelligent data modeling and analytics solutions.

Key Responsibilities

• Collect, clean, and analyze large datasets from multiple sources (CRM, WFM, QA, Telephony/CCaaS, CSAT/NPS platforms, etc.).

• Build predictive and statistical models to forecast performance, identify patterns, and optimize operational workflows (e.g., staffing levels, handle time, conversion rates, quality scores).

• Develop dashboards, reports, and visualizations using Power BI, Tableau, Sigma Computing, Qlik, Looker, or equivalent BI platforms to communicate insights to internal leadership and client stakeholders.

• Conduct deep-dive analyses to understand drivers of performance issues such as escalations, repeat contacts, customer sentiment trends, or sales conversion variances.

• Support automation and process improvement initiatives through scripting, data pipelines, and analytical tools.

• Collaborate closely with Workforce Management to support capacity planning, forecasting, and resource optimization.

• Prepare data-driven recommendations for business reviews, client QBRs, and performance strategy meetings.

• Ensure data accuracy, integrity, and compliance with internal governance standards.

• Continuously explore new methodologies, tools, and best practices to enhance analytical maturity across the organization.

• Partner with cross-functional teams to identify business opportunities and translate operational challenges into measurable analytics initiatives.

Qualifications

• Bachelor's degree in Data Science, Statistics, Mathematics, Computer Science, Engineering, Economics, or a related field (Master's degree is a plus).

• 2+ years of experience in data analytics, business intelligence, or a related analytics role. Experience in a BPO or Contact Center environment is strongly preferred.

• Strong proficiency in SQL and Python or R.

• Experience working with BI visualization and analytics platforms such as Power BI, Tableau, Sigma Computing, Qlik, Looker, or equivalent.

• Strong knowledge of statistical modeling, predictive analytics, time series forecasting, and hypothesis testing.

• Familiarity with A/B testing, regression analysis, clustering, classification algorithms, and data mining techniques.

• Ability to communicate complex analytical findings clearly and effectively to technical and non-technical stakeholders.

• Strong problem-solving, critical thinking, and organizational skills with the ability to manage multiple priorities in a fast-paced environment.

Preferred Skills

• Experience using Sigma Computing for cloud-based analytics, dashboard development, ad hoc reporting, and collaborative data exploration.

• Experience working with CCaaS platforms (e.g., Five9, Genesys, Talkdesk, Zendesk, NICE).

• Understanding of contact center metrics such as AHT, CSAT, NPS, FCR, SLA, occupancy, staffing models, and service level optimization.

• Experience with machine learning model deployment, MLOps, automation pipelines, or cloud data platforms (e.g., Snowflake, BigQuery, Redshift, Databricks) is a plus.

• Experience with ETL/ELT processes and data integration tools is an advantage.

Success Measures

The successful candidate will:

• Deliver accurate, timely, and actionable insights that improve operational performance.

• Build scalable dashboards and reporting solutions that enable data-driven decision-making.

• Support forecasting and workforce optimization through robust analytical models.

• Improve business processes through automation and advanced analytics.

• Collaborate effectively with cross-functional teams and client stakeholders to achieve strategic objectives.