D2C Telcare Limited is a business process outsourcing with its offices in Roma Park Commercial Lusaka. The company seeks to engage results-driven Data Analyst who will be required to meet agreed SLA’s.
A Call Center Data Analyst is a role that focuses on interpreting and analyzing data from call center operations. The goal is to improve efficiency, productivity, and customer satisfaction.
Required Skills and expected responsibilities
1. The Call Center Data Analyst collects, cleans, analyzes, and reports on data related to call center performance. Their main aim is to provide insights that help management improve operations, enhance customer experience, and meet key performance indicators (KPIs).
2. Gather and consolidate data from various sources, including call center software, Customer Relationship Management (CRM) systems, surveys, and other internal databases
3. Analyze call center metrics such as call volume, average handle time (AHT), first call resolution (FCR), customer satisfaction (CSAT) scores, and call abandonment rates.
4. Identify trends and patterns in the data to find opportunities for improvement.
5. Turn complex data findings into clear, concise, and actionable insights for call center leadership and other stakeholders
6. Work with various teams, such as operations, training, and quality assurance, to implement data-driven strategies
7. Able to use data analysis and visualization tools such as Microsoft Excel, Tableau, or similar platforms.
8. Understanding of statistical concepts and methods to interpreting data accurately.
9. Familiarity with programming software for advanced data manipulation and statistical modeling
Education and Experience
a. A bachelor's degree in a relevant field such as Statistics, Mathematics, Business, or a related discipline
b. 2 years’ experience in the same position will be an added advantage
Note: Only those who meet the requirements will be contacted for interviews.
Send your applications by indicating the position applied for and your town of residence in the subject of your e mail.
