Business Intelligence Analyst

• Performance Monitoring: Track and analyze key performance indicators (KPIs) such as call abandonment rates, adherence to schedules, and service levels.
• Data Analysis & Insights: Identify trends, patterns, and root causes in call data to provide actionable recommendations for improving operational efficiency and customer service.
• Report Generation: Develop and present daily, weekly, and monthly performance reports and dashboards to management and key stakeholders.
• Process Improvement: Work with team leads and supervisors to implement strategies that improve agent productivity, reduce non-productive time, and optimize call flows.
• Collaboration: Partner with operations teams, data teams, and other departments to drive improvements and achieve departmental goals.

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