Data Analyst - Contact Center Analytics

As a Data Analyst for Contact Center Analytics, you will play a crucial role in supporting analytics for contact center operations (BFCC) by utilizing your strong hands-on skills in Tableau, SQL, and Azure Synapse. Your responsibilities will include developing and maintaining Tableau dashboards and scheduled reports, performing ad hoc analyses to meet operational and business needs, writing and optimizing SQL queries to extract data from Azure Synapse / Azure SQL, analyzing contact center KPIs, working closely with US stakeholders, ensuring data accuracy and documentation, and supporting internal teams with Tableau training when necessary. Key Responsibilities: - Develop and maintain Tableau dashboards and scheduled reports. - Perform ad hoc analyses to support operational and business needs. - Write and optimize SQL queries to extract data from Azure Synapse / Azure SQL. - Analyze contact center KPIs (AHT, ASA, CSAT, FCR, etc.) and provide insights. - Work directly with US clients to gather requirements and present findings. - Ensure data accuracy, documentation, and dashboard usability. - Support internal teams with Tableau training when required. Qualifications Required: - 3+ years of total experience in Data Analysis. - Minimum 2 years of hands-on Tableau experience (dashboard building, publishing). - Strong SQL skills and experience with Azure Synapse or Azure SQL databases. - Mandatory experience in contact center analytics / call center domain. - Good communication skills for direct client interaction. - Flexibility to work in US-aligned shifts (starting 6:30 PM IST). Good to Have Skills: - Understanding of ETL/data pipelines. - Experience with advanced analytics (Python/R) is a plus.,