Operational Data Insights Manager
2 weeks ago
This role will work directly with stakeholders to build, customize, generate and analyze reports that leverage a wide range of data sets to better understand business efficacy, quality metrics, customer behaviors, and overall KPI attainment.
Key Responsibilities:- Collaborate with client and internal call center stakeholders to develop insights-driven reports
- Design and implement data visualization solutions using tools like PowerBI, Looker, and Tableau
- Analyze complex data sets in Excel and SQL, and create compelling analysis, reports, and slides for different audiences
- Develop and maintain dashboards and reporting systems to track key performance indicators
- At least 5 years of BPO experience in a multi-site, multi-client environment
- 3+ years of experience in Report Analytics, SQL, and PowerBI
- Bachelor's degree in a quantitative area (Operations, Accounting, Engineering, Economics, etc.)
- Ability to work independently and closely with assigned campaigns
- Flexible with extending shifts when needed
- Lean Six Sigma and COPC trained or certified
- Knowledge of Freshworks, Salesforce, or similar platforms
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