Customer Operations & Insight Analyst
Skills
Business IntelligenceContact CentersContinuous ImprovementData AnalyticsModelingOperational AnalysisRoot Cause Analysis
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Strong analytical ability with large and complex data sets
- Advanced Excel skills including Power Query complex formulas data modelling and macros
- Strong Power BI experience with dashboard development data modelling and automated reporting
- Experience using coding scripting or automation techniques to improve reporting processes or data quality
- Good understanding of contact centre operations including demand capacity SLA backlog productivity shrinkage and forecast accuracy
- Experience in reporting resource planning workforce analysis operational insight or customer operations analysis
- Ability to explain data clearly to non-technical stakeholders and turn analysis into practical recommendations
- Strong attention to detail curiosity problem-solving ability and continuous improvement mindset
- Highly organised proactive and able to manage recurring reporting cycles alongside ad hoc analysis requests
- Experience with Genesys Cloud contact centre reporting tools or workforce planning systems would be advantageous
Nice to have
- Detail-oriented
- Curious
- Proactive
- Organised
- Problem solver
- Continuous improvement mindset
Day to day
- Turn Customer Care operational, customer and workforce data into accurate reporting, clear insight and practical recommendations.
- Extract, consolidate and validate data from multiple systems to produce reliable dashboards and automated reports.
- Support workforce planning, scheduling and holiday management while identifying risks, improving efficiency and strengthening service performance.