Data Analyst – Contact Center Analytics

What You’ll Be Doing:

• Develop and maintain Tableau dashboards and scheduled reports.
• Perform ad hoc analyses to support operational and business needs.
• Write and optimize SQL queries to extract data from Azure Synapse / Azure SQL.
• Analyze contact center KPIs (AHT, ASA, CSAT, FCR, etc.) and provide insights.
• Work directly with US clients to gather requirements and present findings.
• Ensure data accuracy, documentation, and dashboard usability.
• Support internal teams with Tableau training when required.

What We Expect You To Have:

• 3+ years total experience in Data Analysis.
• Minimum 2 years of hands-on Tableau experience (dashboard building, publishing).
• Strong SQL skills and experience with Azure Synapse or Azure SQL databases.
• Mandatory experience in contact center analytics / call center domain.
• Good communication skills for direct client interaction.
• Flexibility to work in US-aligned shifts (starting 6:30 PM IST).

Good to Have Skills

• Understanding of ETL/data pipelines.
• Experience with advanced analytics (Python/R) is a plus.