Data Science Analyst

Requirement: Bachelors degree in Data Science, Statistics, Computer Science, Mathematics, or related field. 4-5 years of experience in data analysis or business intelligence , preferably in a call center or service operations environment. Strong knowledge of MS Excel, SQL, and Python (or R) for data manipulation and analysis. Experience with data visualization tools (e.g., Power BI, Tableau). Excellent analytical thinking and attention to detail. Strong communication and collaboration skills Role & responsibilities Analyze call logs, customer interactions, and agent performance data to identify trends and patterns. Create and maintain dashboards and reports that track key call center metrics (e.g., Average Handling Time, Call Drop Rate, First Call Resolution, CSAT). Collaborate with team leads and operations to optimize staffing, resource allocation, and call flow. Develop predictive models to forecast call volumes and improve scheduling efficiency. Automate routine reporting processes using Python, SQL, or relevant BI tools. Deliver data-driven recommendations to improve overall call center efficiency and customer satisfaction. Ensure data accuracy, consistency, and integrity across all analytics processes.