Data Analyst

1 day ago

Doha, Baladīyat ad Dawḩah, Qatar Madre Integrated Engineering Full time

We are seeking a skilled
Data Analyst
with a minimum of
2 years of experience
in data analysis within a
contact center environment
. The ideal candidate will have proven expertise in
workforce management (WFM)
, including forecasting, scheduling, and real-time monitoring, and will provide actionable insights to improve operational efficiency and customer service performance.

Key Responsibilities:

  • Analyze contact center data to identify trends, patterns, and opportunities for process improvement.
  • Perform forecasting and scheduling of contact center resources to optimize staffing levels.
  • Monitor real-time performance and adjust schedules as necessary to meet service level agreements (SLAs).
  • Develop and maintain dashboards, reports, and data visualizations to support management decisions.
  • Collaborate with contact center management and operational teams to identify performance gaps.
  • Conduct ad-hoc analysis to support operational and strategic initiatives.
  • Ensure accuracy, integrity, and consistency of all data.
  • Document data processes, assumptions, and methodologies for transparency and repeatability.

Qualifications & Experience:

  • Minimum Bachelor's degree
    in Data Science, Statistics, Mathematics, Computer Science, Business, or a related field.
  • Minimum 2 years of experience
    as a Data Analyst within a
    contact center environment
    .
  • Proven
    workforce management (WFM) skills
    , including forecasting, scheduling, and real-time monitoring.
  • Strong analytical and problem-solving skills with high attention to detail.
  • Proficiency in data analysis and reporting tools such as
    Excel, SQL, Power BI, or Tableau
    .
  • Knowledge of contact center KPIs and performance metrics (e.g., AHT, ASA, FCR, occupancy).
  • Ability to communicate insights clearly to both technical and non-technical stakeholders.

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