Collect, analyze, and interpret customer service data to identify trends and areas for improvement.
- Develop and maintain daily, weekly, and monthly reports on key performance metrics, including response times, customer satisfaction, and agent productivity.
- Collaborate with customer service managers to understand reporting needs and provide insights that drive efficiency.
- Utilize data visualization tools (e.g., Excel, Power BI, Tableau) to present findings in a clear and actionable manner.
- Monitor call center and service desk performance to ensure compliance with service level agreements (SLAs).
- Identify data discrepancies and work with relevant teams to resolve inaccuracies.
- Automate reporting processes to improve efficiency and reduce manual workload.
- Support forecasting and workforce planning by analyzing historical data and trends.
- Proven experience in reporting, preferably in the customer service industry.- Proficiency in Microsoft Excel (pivot tables, VLOOKUP, macros) and data visualization tools (Power BI, Tableau, or similar).- Strong analytical and problem-solving skills with attention to detail.- Excellent communication skills to present data-driven insights to stakeholders.- Ability to work independently and manage multiple tasks effectively.Preferred Experience:- Experience in a call center or customer service environment at least 1 year.- English Level (B2\B2+)