Collect, analyze, and validate operational data from ITSM platforms, telephony systems, workforce management tools, and other program data sources.
Design, develop, and maintain dashboards, scorecards, and reports that provide visibility into call center performance, service levels, customer satisfaction, and operational trends.
Monitor daily, weekly, and monthly performance metrics, identify trends and anomalies, and provide actionable recommendations to program leadership.
Prepare recurring and ad hoc reports, performance reviews, executive briefings, and customer-facing deliverables.
Conduct root cause analysis of performance gaps, SLA impacts, and operational challenges to support informed decision-making.
Support continuous improvement initiatives through data analysis, performance monitoring, and process optimization recommendations.
Develop and maintain data governance standards, reporting templates, data dictionaries, and analytical documentation to ensure reporting accuracy and consistency.
Partner with supervisors, team leads, and operations managers to validate data, resolve reporting discrepancies, and improve data quality.
Perform workforce management analysis, including staffing trends, schedule adherence, forecasting, and capacity planning.
Support operational reviews and customer briefings by presenting analytical findings and responding to stakeholder questions.
Provide mentorship and guidance to junior analysts, sharing best practices and supporting professional development.
Maintain reporting configurations, data extraction processes, dashboards, and supporting analytical infrastructure.
Analyze quality assurance results, call monitoring data, and customer feedback to identify improvement opportunities and support coaching initiatives.
Respond to stakeholder data requests with accurate, timely, and well-presented analytical products.
