Associate, Operation Support

• Data Analysis & Reporting: Collects, examines, and interprets call center data to track performance metrics.
• KPI Monitoring: Monitors key performance indicators such as call volume, abandonment rate, service level, and customer satisfaction.
• Trend Identification: Identifies trends in call patterns, agent performance, and call quality.
• Report Generation Creates and distributes reports to management, detailing performance and identifying areas for improvement.
• Process Improvement: Provides recommendations to management for improving operational processes, service quality, and efficiency.
• Collaboration: Works with other departments, like quality assurance and training, to address issues and implement changes.

• Analytical Skills: Strong ability to analyze data and draw meaningful conclusions.
• Technical Proficiency: Expertise in using reporting tools, business applications, and Microsoft Office Suite.
• Communication Skills: Excellent verbal and written communication skills to present findings and recommendations effectively.
• Problem-Solving Abilities: Ability to identify operational challenges and suggest viable solutions.
• Attention to Detail: Meticulous attention to detail in data documentation and analysis.
• Understanding of Call Center Operations: Knowledge of call center processes, systems, and performance metrics.
• Experience: Previous experience in a call center environment or in a reporting/analyst role is often required.

• Reporting Software: Specialized call center reporting tools.
• Spreadsheets: Microsoft Excel for data analysis and reporting.
• Databases: Familiarity with customer databases and CRMs
• Manage: Sharepoints on Premises and M365, HTML, JavaScript and CSS

Concentrix