Support Services Group is a customer-centric organization that values excellence in delivering quality service. Our business plays a critical role in enhancing customer satisfaction and fostering long-term relationships. We are looking for a dedicated and detail-oriented Data Analyst/Reporting Specialist to join our Call Center team and support our operations through data-driven insights.
This entry-level role is ideal for someone with strong Excel skills and a willingness to learn data analysis techniques. The successful candidate will be responsible for gathering, analyzing, and presenting data to help optimize our call center operations. If you're passionate about working with data and ready to grow your skills, we’d love to hear from you!
Key Responsibilities:
- Gather, analyze, and interpret data from sources such as call logs, customer feedback, and performance metrics.
- Monitor key performance indicators (KPIs) like Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT).
- Develop and maintain basic dashboards and reports using Excel.
- Present data findings and actionable recommendations to team leads and management.
- Create regular performance reports to help assess call center efficiency and effectiveness.
- Identify areas for process improvement and efficiency gains in call center operations.
- Collaborate with team members to support staffing optimization, reduce call waiting times, and enhance customer service quality.
- Ensure data integrity, accuracy, and compliance with company policies.
- Support quality assurance teams in analyzing customer interactions to identify training and development opportunities.
Required Skills & Qualifications:
- Intermediate to advanced proficiency in Microsoft Excel.
- Strong analytical skills with a willingness to learn new data analysis techniques.
- Excellent communication skills with the ability to present findings clearly to team members and non-technical stakeholders.
- A genuine interest in data and a strong desire to learn and grow within the role.
- Bachelor’s degree or equivalent experience in a related field is a plus but not required.
- Familiarity with call center KPIs and performance metrics is a plus.
Key Competencies:
- Analytical Thinking
- Data Interpretation
- Reporting & Visualization
- Problem-Solving
- Communication & Presentation
- Attention to Detail
- Willingness to Learn
Support Services Group is an award-winning global CX solutions company that creates amazing experiences for the world’s best brands and their customers. We’re a team of innovators, risk-takers, and game-changers: individuals who thrive on solving challenges. Join us and be part of an ambitious team where your career growth is a priority.