About the role

The Data Analyst is responsible for collecting and analyzing operational data to provide actionable insights and performance reports. They support workforce management by optimizing scheduling, tracking productivity, and monitoring key performance indicators.

What they look for

Data Analysis Excel Google Sheets Power BI Tableau Data Cleaning KPI Monitoring Workforce Management Reporting Trend Analysis CRM Systems Resource Planning

Requirements

The role requires 0-2 years of experience and proficiency in data tools like Excel, Google Sheets, and BI platforms. Candidates must be able to handle data cleaning, reporting, and operational metric analysis.

Full description

Summary:

The Data Analyst role is tailored for early-career professionals aiming to establish a strong foundation in data-driven decision-making within a fast-paced BPO environment. This position is pivotal in supporting business operations by gathering, analyzing, and interpreting data from multiple sources to deliver actionable insights that enhance service delivery and operational efficiency. The analyst contributes significantly to workforce management by enabling data-informed scheduling, performance tracking, and reporting, ensuring optimal resource allocation and team productivity. By utilizing tools such as Excel, Google Sheets, and BI platforms (e.g., Power BI, Tableau), the Data Analyst transforms raw data into clear, insightful reports that guide strategic initiatives and foster continuous improvement across teams.

Responsibilities:

Collect, clean, and organize data from diverse sources including CRM systems, call logs, and operational dashboards

Analyze operational performance metrics such as customer engagement, recovery rates, and service level adherence

Prepare and distribute daily, weekly, and monthly performance reports for management review

Monitor and report on key performance indicators (KPIs) across teams and business units

Identify trends, patterns, and anomalies in business data to support proactive decision-making

Develop and maintain interactive dashboards using Excel, Google Sheets, or BI tools (e.g., Power BI, Tableau)

Ensure data accuracy, consistency, and integrity across all reporting and analytical outputs

Support workforce management activities by assisting in shift planning and staff scheduling based on forecasted workloads

Track agent availability, productivity, adherence, and utilization to support performance optimization

Analyze call volume trends and workload patterns to inform staffing strategies and resource planning

Deliver insights that improve workforce efficiency, service levels, and overall operational performance

Requirements

Requirements: