Analyst in Koll Treyd

We are looking for an analyst who enjoys working with data and finding important insights. If you have in-depth knowledge of Excel, experience working with databases, and know how to effectively process information - this job is for you!

Work experience

Minimum 1 year in the position of an analyst (analyst, quality control, reporting, planning in the call center)
Knowledge of the principles of call center work: types of calls, queues, level dial.

Education

Higher education (IT or technical specialty, economic)
Additionally: certificates in analytics, data processing, BI or statistics courses.


Skills

Proficiency in MS Excel / Google sheets (writing formulas, summary tables, graphs).
Comprehension call center call indicators (ASR, ACD, callcount, etc.)
System thinking, ability to draw conclusions, find patterns in data arrays.
Ability to conduct comparative analysis, identify deviations and their causes.
Ability to work with large volumes of data.
Ability to present the results of analytics to management in an understandable form.
Ability to cooperate with various divisions.
High level of written and oral literacy.
Independence in work, ability to set priorities.
Ability to quickly respond to changes in processes and meet deadlines.
Attention to details, discipline, responsibility.
Writing regulations and procedures necessary for work in the telephony division.
An additional advantage will be knowledge of SIP telephony, the ability analyze call indicators (in the VoipMonitor program).


Tasks 

Daily collection, processing and analysis of indicators of the call center or its individual operators.
Formation of daily, weekly and monthly reports.
Analysis of compliance with operator indicators and service quality (listening to conversation recordings and their analysis)
Identifying problematic areas in the work of the call center and providing recommendations regarding their elimination.
Participation in improving analytics processes

We offer:

Remote work with a schedule of 09.00-17.00
The possibility of professional growth