**Job Purpose** Responsible for analyzing call center data and performance metrics to support operational efficiency, service quality, and data-driven decision-making. **Key Responsibilities** * Analyze call center KPIs (AHT, SL, FCR, CSAT, call volumes, abandonment) * Prepare daily, weekly, and monthly performance reports * Create dashboards and visual insights for management * Identify trends, gaps, and improvement opportunities * Support forecasting and workforce planning * Ensure data accuracy and reporting consistency **Qualifications & Skills** * Bachelor’s degree in a related field * 2–4 years of data analysis experience (call center preferred) * Strong Excel and SQL skills * Experience with Power BI or Tableau * Knowledge of call center systems and CRM tools * Strong analytical and communication skills