MIS Analyst – Contact Centre Insights
Core
Collect, analyse, and interpret contact centre data to provide actionable insights for decision-making, KPI monitoring, and workforce planning.
Role type
Senior IC MIS Analyst (Contact Centre Insights)
Builds
Databases and dashboards for contact centre operations
Domain
Telecommunications / Contact Centre Operations
Deliverable
dashboards & analysis
Required skills
SQL, Python, Excel, AI prompting, data visualization, forecasting, KPI analysis
Preferred skills
Databricks, contact centre technologies and metrics, MBA
Technologies
SQL, Python, Excel, Databricks, AI-powered tools
Responsibilities
Lead development of databases and dashboards; Monitor KPIs and provide optimization insights; Generate reports using AI prompting; Validate KPI accuracy; Evaluate automation processes; Forecast call volumes and staffing requirements; Prepare presentations for management reviews
Seniority
Senior, hands-on IC
