- Develop and manage dashboards, reports, and scorecards.
- Track CX and operational KPIs with accuracy and timeliness.
- Provide root cause analysis and trend insights. - Support forecasting, workforce planning, and capacity optimisation.
- Collaborate with Operations and Process Excellence to implement data-driven actions.
- Provide recommendations that align with client expectations and global best practices.
- Support governance forums with performance insights and highlight risks/opportunities.
- Contribute to a culture of continuous improvement and customer-first mindset.
Bachelor’s degree in Statistics, Business Analytics, IT, or related field.5–7 years’ experience in reporting/analytics roles within customer service or BPO.Strong proficiency in Excel, Power BI/Tableau, and data visualisation.Knowledge of SQL or data management tools is a plus. - Strong communication and stakeholder collaboration skills. Knowledge of customer experience metrics (CSAT, NPS, TNPS, SLA, etc.).