Junior Data Analyst

Key Responsibilities

Collect, clean, and organize data from multiple sources, including CRM systems, call logs, and operational tools

Analyze operational performance data such as customer engagement, recovery rates, and service levels

Prepare daily, weekly, and monthly reports and dashboards

Track and report key performance indicators (KPIs) across teams

Identify trends, patterns, and anomalies in business data

Support decision-making through data-driven insights

Ensure data accuracy, consistency, and integrity

Workforce Management (WFM) Responsibilities

Support staff scheduling and shift planning based on workload forecasts

Monitor agent availability, productivity, and schedule adherence

Generate workforce performance reports, including attendance, utilization, and efficiency metrics

Analyze call volumes and workload trends to support staffing decisions

Provide insights to improve workforce efficiency and service levels

Requirements/Skills/Qualifications

0–2 years of relevant experience

Experience with reporting or data analysis is an advantage

Exposure to call center/BPO operations is a plus

Basic understanding of workforce management concepts is an added advantage

Proficiency in Microsoft Excel/Google Sheets (advanced Excel preferred)

Ability to adapt in a fast-paced, 24/7 operational environment

Knowledge of Power BI, Tableau, or other data visualization tools

Basic SQL knowledge is an advantage

Strong analytical, critical thinking, and problem-solving skills

Strong attention to detail and reporting/documentation skills

Good communication and computer literacy skills