Opportunity Description
Call Center Data Analyst
Location: Mohali (WFO) | 🌙 US Night Shift | ⏱ Full-Time
Experience: 4+ Years
Role Overview
We are seeking a Call Center Data Analyst with strong data analysis capabilities to own workforce planning, real-time performance management, and leadership-level MIS for a US Call Center. This role blends WFM expertise with advanced Excel-driven data analysis, enabling informed decisions on staffing, productivity, cost control, and SLA delivery.
Key Responsibilities
- Workforce Management &Real-Time Operations
- Forecast call / lead volumes and plan short & long-term manpower
- Create schedules, rosters, and shrinkage plans for US time zones
- Manage real-time adherence (RTA) and intraday adjustments
- Monitor absenteeism, utilization, OT/VTO, and occupancy
- Support new hire ramp-up and batch pr...
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