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Momentum

We excel in delivering world-class safety, security & sustainability solutions crafted to protect assets & environments.

Senior Analyst, Operational Analytics

AnalystAnalystFull TimeRemoteSeniorTeam 51-200Since 2015H1B SponsorCompany SiteLinkedIn

Location

India

Posted

51 days ago

Salary

0

Seniority

Senior

Bachelor Degree3 yrs expEnglishSQLTableau

Job Description

Senior Analyst, Operational Analytics

Momentum

• Develop and maintain reports and dashboards to monitor call centre operations efficiency KPIs, delivering actionable insights for performance improvement. • Conduct root cause analysis and performance deep-dives to identify trends, gaps, and drivers of inefficiencies. • Partner with Contact Centre leadership and collaborate with Workforce Management, Operations, and Customer Experience teams to align analytics with business needs. • Support implementation and tracking of performance initiatives, including A/B testing, to evaluate impact and drive continuous improvement. • Present findings and recommendations to stakeholders to support timely, data-driven decisions. • Document reporting processes, scripts, and standards to ensure consistency and reusability. • Direct influence on staffing efficiency, service levels, cost optimization, and agent performance through data insights.

Job Requirements

  • Bachelor’s degree in a quantitative field (e.g., Statistics, Mathematics, Data Science, Computer Science) OR Master’s degree or graduate certificate in Analytics, Business Intelligence, or a related field.
  • 3+ years of experience in data analytics, including at least 1 year in a call/contact centre or service operations environment.
  • Hands-on experience developing dashboards, writing complex SQL queries, and generating actionable insights from large data sets.
  • Proficiency in SQL and Excel.
  • Experience with Tableau, Power BI, or similar data visualization tools. Understanding of call centre KPIs.
  • Strong communication and storytelling skills.
  • Ability to manage multiple priorities in a fast-paced, high-volume environment.

Benefits

  • Health insurance
  • Professional development opportunities
  • Flexible work arrangements

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