Description
The Contact Center Reporting and Analytics Analyst will design, develop, and maintain MIS reports and real-time dashboards; track and analyze KPIs such as CSAT, NPS, FCR, transactional QA, and Q4 performance; generate weekly, monthly, and quarterly decks; identify performance gaps and trends; provide actionable insights; support continuous improvement; partner with operations, QA, training, and workforce management teams; create drill-down dashboards; perform root cause analysis; and maintain data governance. The role requires a bachelor's or college degree and at least 1.5 years of related experience.
