Position Summary: Responsible for analyzing, leveraging, and managing customer databases for campaigns, generating operational reports and insights to support decision-making. Key Highlights: 1. Operational analysis and reporting on call center performance. 2. Design and maintenance of daily, weekly, and monthly reports. 3. Collaboration with Operations, Contact Strategy, WFM, and IT. **Position Objective** To be responsible for analyzing, leveraging, and managing customer databases for dialing campaigns, as well as generating operational reports and insights from the call center to support decision-making, performance optimization, and contact effectiveness. **Main Responsibilities** Operational Analysis and Reporting * Design, generate, and maintain daily, weekly, and monthly call center performance reports. * Monitor operational KPIs: * Call volume * AHT, ASA * Abandonment rate * Occupancy and productivity * Contactability and effectiveness * Analyze trends, deviations versus targets, and root causes. * Develop executive dashboards for operational leaders and stakeholders. * Extract, transform, and consolidate data from ACD, CRM, dialers, and WFM. * Validate data quality, consistency, and timeliness. * Automate reporting and database exploitation processes to reduce manual tasks. * Provide ad-hoc analysis for campaigns, traffic spikes, and pilot tests. * Collaborate with Operations, Contact Strategy, WFM, and IT. **Profile Requirements** * Bachelor’s degree / Engineering in Systems, Mathematics, Statistics, Economics, Mechanical, Industrial, or related fields. * Extensive experience in statistics. * Minimum 4+ years of experience as MIS, Data Analyst, or Database Analyst in a call center environment (preferred). * Proven experience in database exploitation and dialing campaigns. * Preferred experience in outbound, collections, sales, or retention environments. **Technical Knowledge** * Advanced Excel (Power Query, macros preferred). * Intermediate–advanced SQL (joins, subqueries, views). * BI tools (Power BI, Tableau, or others). * Knowledge of auto-dialers (Genesys, Avaya, NICE, Five9, etc.). * Contactability strategies and dialer methodologies. * Preferred: Python, R, or ETL tools. Job Type: Full-time Pay: $18,000.00 - $21,000.00 per month Work Location: In person