Senior Data Analyst

Job Title

Senior/Lead Data Analyst

Industry

BPO / Contact Center / ITES

Role Overview

The Senior Data Analyst in a BPO setup is responsible for analyzing large volumes of operational and customer data to generate actionable insights. The role supports business decisions by improving efficiency, customer experience, cost optimization, and performance management across contact center operations.

Key Responsibilities

Data Analysis & Insights

• Analyze operational metrics such as AHT, FCR, CSAT, SLA, occupancy, and attrition
• Identify trends, gaps, and improvement opportunities across processes and teams
• Provide actionable insights to operations, quality, and leadership teams
  

Reporting & Dashboarding

• Design, develop, and maintain dashboards and MIS reports
• Automate recurring reports to improve accuracy and turnaround time
• Ensure data integrity, consistency, and timely delivery of reports
  

Business Support & Decision Making

• Support leadership with data-backed recommendations and forecasts
• Pefrorm root cause analysis for performance deviations and escalations
• Assist in capacity planning, productivity analysis, and cost optimization
  

Process Improvement & Automation

• Identify opportunities for process optimization through data analysis
• Work with stakeholders to implement data-driven improvement
• Support RPA, analytics tools, and CRM data enhancement initiatives
  

Stakeholder Collaboration

• Partner with operations, WFM, quality, training, and finance teams
• Present insights in a clear, concise manner to senior management
• Support client reviews and business presentations
  

Key Performance Indicators (KPIs)

• Accuracy and timeliness of reports
• Improvement in operational KPIs through data insights
• Reduction in manual reporting efforts
• Stakeholder satisfaction and adoption of insights

Skills & Competencies

• Strong analytical and problem-solving skills
• Advanced proficiency in MS Excel (Pivot, Power Query, macros preferred)
• Experience with BI tools (Power BI, Tableau, or similar)
• Working knowledge of SQL and databases
• Strong understanding of BPO/contact center metric
• Excellent communication and storytelling with data
  

Qualifications & Experience

• Bachelors degree in Analytics, Statistics, Mathematics, or related field
• 35 years of experience in data analysis, preferably in BPO/ITES
• Experience handling large datasets and multi-process operations
• Exposure to automation, forecasting, or predictive analytics is a plus
  

Call Pankaj @ 8528082270

Call or watsapp your resume on 852082270 to align your interview if you are eligible as per above job description and want to appear for the interview