Call Center Business Analyst

Role Purpose:

As a Business Analyst, the role involves delivering data-driven insights, process improvements, and strategic reports to various stakeholders. The dashboard enables stakeholders to make better data-driven decisions which enhance customer satisfaction and boost operational efficiency with a direct impact on revenue and operational costs.

Key Responsibilities:

1. Data Validation: Ensuring the accuracy and quality of data through rigorous validation techniques.
2. Data Preprocessing (ETL): Extracting, transforming, and loading raw data into a usable format, handling missing values, and normalizing data.
3. Data Mining: Extracting valuable insights from large datasets using statistical methods and algorithms.
4. Data Collection Enhancement: Ensuring data collection methods capture all necessary information for robust analysis.
5. Machine Learning Tools: Selecting and fine-tuning features, creating models, and optimizing classifiers to improve predictive accuracy.
6. Forecasting Models: Developing and implementing algorithms to forecast future trends based on historical data.
7. Dashboard Preparation: Communicating findings clearly through visualizations, reports, and presentations.

Qualification & Experience:

1. Bachelor's degree in business analytics, statistics, computer science, or a related field.
2. 2+ years of experience in business analytics, business analysis, or a related role.
3. Data analysis and interpretation.
4. Proficiency in reporting tools (Excel, Power BI, Tableau).
5. CRM and call center software knowledge.
6. Performance metrics evaluation.
7. Process improvement and optimization.
8. Strong problem-solving and analytical thinking.
9. Effective communication and presentation skills.
10. Collaboration and teamwork.
11. Adaptability and time management.
12. Attention to detail and decision-making ability.