Develop and maintain reports and dashboards to monitor call centre operations efficiency KPIs, delivering actionable insights for performance improvement.
Conduct root cause analysis and performance deep-dives to identify trends, gaps, and drivers of inefficiencies.
Partner with Contact Centre leadership and collaborate with Workforce Management, Operations, and Customer Experience teams to align analytics with business needs.
Support implementation and tracking of performance initiatives, including A/B testing, to evaluate impact and drive continuous improvement.
Present findings and recommendations to stakeholders to support timely, data-driven decisions
Document reporting processes, scripts, and standards to ensure consistency and reusability.
Strong analytical thinking to evaluate effectiveness of initiatives, and propose practical, data-driven solutions.

Bachelor’s degree in a quantitative field (e.g., Statistics, Mathematics, Data Science, Computer Science) OR Master’s degree or graduate certificate in Analytics, Business Intelligence, or a related field
3+ years of experience in data analytics, including at least 1 year in a call/contact centre or service operations environment
Hands-on experience developing dashboards, writing complex SQL queries, and generating actionable insights from large data sets
Proficiency in SQL and Excel.
Experience with Tableau, Power BI, or similar data visualization tools. Understanding of call centre KPIs.
Strong communication and storytelling skills.
Ability to manage multiple priorities in a fast-paced, high-volume environment

MFSG

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