Business Analyst (Call Center Analytics)

Business Analyst (Call Center Analytics)
Location: Pompano Beach FL (Onsite)
Type: Contract

We are seeking a skilled and motivated Call Center Analyst to support operational reporting performance analytics and workforce insights for a call center environment. The ideal candidate will bring strong technical skills in SQL and data visualization along with the ability to translate call center metrics into actionable operational improvements.

Key Responsibilities:

• Build and maintain dashboards tracking KPIs such as call volume handle time and abandonment rate

• Analyze call center data to identify trends and improve operational efficiency

• Write and maintain SQL queries for reporting and analytics

• Use Python for data processing and automation

• Develop visualizations using Tableau Power BI or similar tools

• Collaborate with stakeholders to deliver actionable insights

Required Skills:

• Strong SQL and data analysis experience

• Experience with Tableau or Power BI

• Python knowledge (pandas PySpark preferred)

• Experience with CRM tools such as Salesforce

• Strong communication and problem-solving skills