Call Center Data Analyst at All Talentz
Job Description
Do you enjoy turning data into meaningful insights that improve business performance? If you’re analytical, detail-oriented, and passionate about using data to enhance customer experiences, All Talentz wants to hear from you.
We’re looking for a Call Center Data Analyst to join our growing remote team. In this role, you’ll analyze call center performance, identify trends, build insightful reports, and provide recommendations that help improve operational efficiency and customer satisfaction.
What You’ll Do
As a Call Center Data Analyst, your responsibilities will include:
- Monitoring key call center performance metrics, including Average Handle Time (AHT), Customer Satisfaction (CSAT), First Call Resolution (FCR), and Service Levels.
- Analyzing operational data to identify trends, performance gaps, and opportunities for improvement.
- Creating, maintaining, and automating dashboards and reports using SQL, Microsoft Excel, and Business Intelligence tools.
- Generating accurate client reports through efficient SQL queries.
- Providing actionable recommendations to improve agent productivity, reduce call volumes, and enhance the overall customer experience.
- Working closely with Workforce Management teams on staffing forecasts and capacity planning.
- Partnering with operational leaders to support training initiatives and continuous process improvement.
What We’re Looking For
The ideal candidate should have:
- A Bachelor’s degree in Data Analytics, Statistics, Business Administration, Computer Science, or a related field.
- Proven experience in data analysis, business intelligence, or a similar analytical role.
- Advanced Microsoft Excel skills, including Pivot Tables, advanced formulas, and data modeling.
- Strong SQL knowledge with the ability to write and optimize queries.
- Experience with call center platforms such as Amtelco is an added advantage.
- Excellent analytical, mathematical, and problem-solving skills.
- Strong communication skills and the ability to present data-driven insights to stakeholders.
Key Skills
Successful candidates will demonstrate strengths in:
- Data Analysis and Visualization
- SQL and Advanced Excel
- Business Intelligence and Reporting
- Critical Thinking and Root Cause Analysis
- Communication and Presentation
- Collaboration and Stakeholder Management
- Attention to Detail
Why Join All Talentz?
When you join All Talentz, you’ll enjoy:
- 100% remote work with a high-performing global team.
- Opportunities for continuous learning and professional development.
- The chance to contribute to impactful projects that improve operational performance.
- A collaborative and innovative work environment that supports career growth and excellence.
If you’re ready to transform data into actionable insights and help drive operational excellence, this is your opportunity to grow your career with a forward-thinking global company. Apply today and become part of the All Talentz team.