Job Details

Experience Needed:2 To 4 Years

Career Level:Experienced (Non-Manager)

Education Level:Bachelor's Degree

Salary:Confidential, Unlimited Commissions

Job Categories:

• Customer Service/Support
• Operations/Management

Skills And Tools:

Customer ServiceCustomer SupportCustomer CareCustomer RelationsCustom ClearanceOperations ManagementCustomer Operations Performance CentreOperations Support System (OSS)

Job Description

• Build, automate, and maintain daily/weekly/monthly call

• center performance reports.
• Analyze key call center KPIs (AHT, ASA, Service Level, FCR, CSAT, Abandon Rate, Agent Productivity, Adherence).
• Provide root-cause analysis for performance declines or customer issues.
• Prepare business presentations and dashboards for leadership.
• Ensure data accuracy, integrity, and consistency across all reports

 

• Investigate recurring customer complaints and operational bottlenecks.
• Recommend customer experience enhancements based

• on data and trends.
• Work closely with Quality, Operations, and Workforce teams to implement improvements.
• Provide insights to help reduce repeat calls, escalations, and dissatisfaction.

 

 

 

 

Job Requirements

 

• Bachelor’s degree in Business, Statistics, IT, or a related field.
• 2–4 years of experience in reporting or analytics within a call center/BPO environment.
• Strong understanding of call center metrics and operations.
• Excellent analytical and problem-solving skills.
• Strong communication and presentation skills.
• Ability to handle multiple tasks under pressure.

 

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