Contact Centre Operations Analyst

Quess IT Solutions; Bengaluru; On-site; INR 450,000 - 650,000; Full time

Job summary

Quess IT Solutions in Bengaluru is seeking a proactive Contact Centre Operations Analyst with at least 2 years of experience in contact centre operations, real-time monitoring or reporting. You will monitor real-time performance, generate service level updates, and create actionable insights.

The role requires strong analytical skills, excellent written and verbal communication, and proficiency with MS Office tools.

Qualifications

• Minimum 2 years of experience in contact centre operations, real-time monitoring or reporting.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.

Responsibilities

• Monitor real-time operations and provide service level updates and reports.
• Understand cloud telephony platforms, call routing, IVR, and queue management.
• Analyze operational data, identify discrepancies, and provide actionable business insights.
• Recommend improvements to AHT, Service Level, and NPS.
• Identify opportunities for process improvement and reporting automation.
• Prepare reports and dashboards using MS Excel, PowerPoint, and SharePoint.

Skills

Contact centre operations

Cloud telephony

Analytical thinking

Communication skills

MS Office proficiency

Tools

MS Excel

PowerPoint

SharePoint

Job description

Job Title: Contact Centre Operations Analyst

Experience: Minimum 2 years

Job Description

We are looking for a proactive and analytical candidate with a minimum of 2 years of experience in contact centre operations, real-time monitoring, or reporting.

Key Responsibilities:

• Monitor real-time operations and provide service level updates and reports.
• Understand cloud telephony platforms, call routing, IVR, and queue management.
• Analyze operational data, identify discrepancies, and provide actionable business insights.
• Recommend improvements to AHT, Service Level, and NPS.
• Identify opportunities for process improvement and reporting automation.
• Prepare reports and dashboards using MS Excel, PowerPoint, and SharePoint.

Required Skills:

• Good understanding of contact centre operations and cloud telephony.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Working knowledge of MS Office applications.
• Willingness to work in rotational shifts, including weekends and holidays.