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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in data analysis, KPI monitoring, and database development, with a strong focus on accuracy and actionable insights. Proficient in SQL, Python, and Excel, with a commitment to optimizing contact centre operations through effective automation and AI technologies.
Highest-signal resume keywords
Data AnalysisSQLPythonKPI MonitoringAI Prompting Techniques
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Data AnalysisKPI MonitoringDatabase DevelopmentSQLPythonExcelAutomation ProcessesData AccuracyBusiness InsightsForecasting
Soft Skills
Detail-OrientedExcellent Presentation SkillsCollaborativeIndependent WorkAnalytical Skills
Tools & Technologies
DatabricksAI-Powered ToolsContact Centre Technologies
Certifications & Qualifications
Bachelor's Degree in StatisticsMBA in Business Analytics
Industry Keywords
Contact Centre OperationsOperational KPIsWorkforce PlanningResource AllocationData Validation
Tech Stack
Tools & technologiesPythonSQL
About the role
Key responsibilities & impact- Collect, analyse, and interpret data related to contact centre operations
- Lead the development of databases and dashboards
- Monitor contact centre operational KPIs and provide optimization insights
- Use effective AI prompting techniques to generate reports and actionable insights
- Take sole ownership of KPI accuracy and validation
- Evaluate automation processes and recommend enhancements
- Provide historical data to forecast call volumes and staffing requirements
- Assist with workforce planning and resource allocation
- Prepare clear, concise, and visually compelling presentations for management reviews
Requirements
What you’ll need- Bachelor's degree in Statistics, IT, Business Analytics or a related field
- MBA in a similar discipline would be a strong advantage
- Proven experience in SQL or Python
- Proficient in Excel
- Prior experience in Databricks would be a strong advantage
- Experience developing effective AI prompts, implementing automations and working with AI-powered tools and technologies
- Strong numerical and analytical skills
- Experience handling large data sets and providing business insights
- Minimum of 4 years of relevant work experience in a similar role
- Fluency in English
- Detail-oriented with a strong commitment to data accuracy and quality
- Excellent presentation skills
- Familiarity with contact centre technologies and metrics would be an added advantage
- Ability to work independently and collaboratively in a fast-paced environment
Benefits
Comp & perks- Quarterly Superstar Awards
- Milestone Gifts & Birthday Cake
- Referral Bonus
- Fruits and Nuts Mondays and Wednesdays
- Monthly Engagement Events
- Quarterly Team Outings
- SuperEats affordable pre-ordered breakfast and lunch options
- Flexible Work – 3 days in the office, 2 days from home (once confirmed)
- Career Excellence Program
- Employee Assistance Program
- Supportive and inclusive workplace
- Equal opportunity employment