What We Offer:

• Canteen Subsidy
• Night Shift allowance as per process
• Health Insurance
• Tuition Reimbursement
• Work-Life Balance Initiatives
• Rewards & Recognition

What You’ll Be Doing:

Reporting & Dashboard Development

• Design, build, and maintain BI dashboards (Sisense, Power BI, Tableau, or equivalent), Excel-based reports, and automated reports for operational and business intelligence programs.
• Translate business requirements into structured data models and visualization layers that surface actionable KPIs.
• Deliver recurring program performance reports (daily, weekly, monthly) with trend analysis and variance commentary.
• Maintain data pipelines and refresh schedules to ensure report accuracy and timeliness across all client programs.

Data Analysis & Predictive Insights

• Conduct correlation, regression, and prediction analyses to identify performance drivers, churn risk patterns, and operational opportunities.
• Segment populations by performance tiers, tenure bands, and profile attributes to support learning optimization and business decisions.
• Perform root cause analyses on metric drops, escalation trends, and compliance failures.
• Build and maintain analytical models that link operational inputs with business outcomes (CSAT, handle time, repeat contacts).

SQL & Data Engineering Support

• Write, optimize, and maintain SQL queries for data extraction, aggregation, and report generation across multiple data sources.
• Collaborate with the data engineering team on ETL pipelines, data validation checks, and schema documentation.
• Identify and resolve data quality issues proactively, maintaining a single source of truth for reporting metrics.

Stakeholder Communication & Presentation

• Prepare client-facing executive dashboards with structured narrative framing, strategic recommendations, and ROI callouts.
• Present monthly performance reviews to internal program leads with data-backed commentary.

What We Expect You to Have:

Qualification And Experience:

• A minimum of a Bachelor’s Degree (or equivalent) is required, preferably in a technical or quantitative field such as Computer Science, Information Technology, Engineering, Data Analytics, or a related discipline.
• 2+ years of experience in a reporting, analytics, or data analyst role within a contact center, BPO, or technology services environment.

Technical Proficiencies (Must-Have)

• SQL: Proficient in writing complex queries including joins, subqueries, window functions, and aggregations for multi-table datasets.
• Experience with at least one SQL environment: Sisense, MySQL, PostgreSQL, SQL Server, or similar.
• Python Basics: Ability to write scripts for data manipulation, automation, and basic statistical analysis using pandas and NumPy.
• Comfortable reading and modifying Python scripts; not required to architect systems from scratch.
• BI Tool (Sisense preferred, or equivalent depth): Proficient in data modeling, calculated measures/formulas, custom visuals, and report publishing.
• Equivalent tools: Power BI, Tableau, Looker, or Qlik at comparable depth are acceptable alternatives.
• Statistical Analysis: Hands-on experience with prediction modeling, correlation analysis, and regression techniques applied to operational datasets.
• Microsoft Office Suite (Expert): Advanced Excel (pivot tables, Power Query, dynamic arrays, VBA macros), PowerPoint (executive deck creation), and Word (documentation).

Soft Skills

• Analytical rigor: ability to challenge data anomalies and question assumptions before presenting findings.
• Structured communication: capable of organizing insights into a clear narrative with business context, not just raw numbers.
• Attention to detail: zero tolerance for figure discrepancies in client-facing deliverables.
• Self-directed: comfortable managing multiple active programs simultaneously with minimal supervision.