Location
Santiago, RS | Brazil
Job description
Support Services Group is a leading provider of call center services, dedicated to delivering exceptional customer experiences. We operate a dynamic call center environment focused on efficiency, quality, and customer satisfaction.
Job Summary:
We are seeking a detail-oriented and analytical Data Analyst to join our call center operations team. The ideal candidate will be responsible for collecting, analyzing, and interpreting data to optimize call center performance, improve operational processes, and enhance customer satisfaction.
Key Responsibilities:
- Collect and analyze call center data including call volumes, handling times, agent performance metrics, customer satisfaction scores, and other relevant KPIs.
- Identify trends, patterns, and insights from the data to make data-driven recommendations for improving call center operations and enhancing overall efficiency.
- Develop and maintain dashboards, reports, and performance metrics to monitor and track call center performance on a regular basis.
- Collaborate with call center management and operations teams to understand business requirements and provide actionable insights and recommendations based on data analysis.
- Conduct root cause analysis to identify underlying issues impacting call center performance and propose solutions to address them.
- Assist in the implementation of process improvements and strategies to optimize call center performance, reduce costs, and improve customer satisfaction.
- Support ad-hoc data analysis requests and special projects as needed.
Qualifications:
- Bachelor’s degree in data science, Statistics, Mathematics, Computer Science, or related field.
- Proven experience working as a Data Analyst, preferably in a call center or customer service environment.
- Proficiency in data analysis tools and software such as Excel, SQL, Python, R, or similar.
- Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
- Excellent communication skills with the ability to effectively present findings, insights, and recommendations to stakeholders at all levels.
- Ability to work independently and collaboratively in a fast-paced environment with multiple stakeholders and competing priorities.
- Experience with data visualization tools such as Tableau, Power BI, or similar is a plus.
- Knowledge of call center technologies, processes, and best practices is desirable. Join our team and play a key role in driving continuous improvement and enhancing the performance of our call center operations.
If you're passionate about data analysis and thrive in a dynamic environment, we'd love to hear from you! Apply now with your resume and cover letter detailing your relevant experience and qualifications.
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