Contact Centre Operations Analyst

Job Title: Contact Centre Operations Analyst

Experience: Minimum 2 years

Job Description

We are looking for a proactive and analytical candidate with a minimum of 2 years of experience in contact centre operations, real-time monitoring, or reporting.

Key Responsibilities:

• Monitor real-time operations and provide service level updates and reports.
• Understand cloud telephony platforms, call routing, IVR, and queue management.
• Analyze operational data, identify discrepancies, and provide actionable business insights.
• Recommend improvements to AHT, Service Level, and NPS.
• Identify opportunities for process improvement and reporting automation.
• Prepare reports and dashboards using MS Excel, PowerPoint, and SharePoint.

Required Skills:

• Good understanding of contact centre operations and cloud telephony.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Working knowledge of MS Office applications.
• Willingness to work in rotational shifts, including weekends and holidays.