Job Description
Roles & Responsibilities
Data Collection & Management
• Extract and compile data from multiple sources such as ticketing tool, call management systems, and databases
• Prepare and maintain daily, weekly, and monthly reports at a team and agent level
• Ensure data accuracy, completeness, and consistency across all reports
• Automate recurring reports to enhance efficiency and reduce manual effort
Reporting & Dashboard Creation
• Develop and maintain daily performance dashboards
• Prepare executive-level summary reports
• Create dynamic dashboards using Excel, Power BI, or Tableau
• Present data insights in a clear, concise, and actionable format
Data Analysis & Business Insights
• Analyze key metrics such as Volume, Revenue, CSAT, AHT, Attrition, and productivity
• Identify performance gaps and highlight deviations from targets
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