Data-Driven Call Center Analytics Lead

EXL Service Philippines, Inc.; Pasay; In loco; PHP 480.000 - 700.000; Tempo pieno

Descrizione del lavoro

EXL Service Philippines, Inc. seeks an MIS Resource to manage and analyze data from call center operations. You will generate and maintain reports, create dashboards, and provide insights to improve operational efficiency.

The ideal candidate will have 2+ years in a similar role, strong analytical skills, and proficiency in Excel, SQL, and BI tools such as Power BI or Tableau. Excellent communication and presentation abilities are required.

Competenze

• Minimum 2 years in MIS or similar in a call center or related environment.
• Strong analytical skills with ability to interpret data and generate insights.
• Proficiency in MIS tools and software (Excel, SQL, BI tools like Power BI or Tableau).
• Excellent communication and presentation skills.
• Experience with data visualization tools and techniques.

Mansioni

• Develop, maintain, and distribute daily, weekly, and monthly reports on call center performance metrics.
• Create and manage dashboards to provide real-time visibility into call center performance.
• Ensure data accuracy and consistency across all reporting platforms.
• Analyze call center data to identify trends and areas for improvement.
• Provide actionable insights and recommendations to management based on data analysis.
• Track and report on key performance indicators (KPIs) and SLAs.
• Troubleshoot and resolve issues related to MIS tools and data reporting.
• Assist in workforce planning through headcount accounting, analyzing historical data and forecasting future call volumes.
• Support strategic initiatives by providing data-driven insights and recommendations.
• Work closely with call center management, operations, and training teams to align reporting with operational needs.
• Communicate findings and insights effectively to stakeholders through presentations and reports.
• Maintain thorough documentation of data sources, reporting processes, and system configurations.

Conoscenze

Data analysis

Call center ops

Data visualization

Excel

SQL

Power BI

Tableau

Strumenti

Excel

SQL

Power BI

Tableau

Descrizione del lavoro

EXL Service Philippines, Inc. seeks an MIS Resource to manage and analyze data from call center operations. You will generate and maintain reports, create dashboards, and provide insights to improve operational efficiency.

The ideal candidate will have 2+ years in a similar role, strong analytical skills, and proficiency in Excel, SQL, and BI tools such as Power BI or Tableau. Excellent communication and presentation abilities are required.