Call Centers Performance Analyst

1 week ago

Athens Metropolitan Area, Greece Othisi sa Full time €45,000 - €55,000 per year

At 
OTHISI
, we're transforming the way companies grow and communicate with their most valuable asset – their customers.

Partnering exclusively with top-tier businesses,
 we provide cutting-edge solutions in customer service, sales, and marketing. With the power of advanced technology and data-driven insight, we enable our clients to deliver service excellence at scale.

To support our 
expanding operations
, we're looking for a detail-oriented and analytical 
Call Centers Performance Analyst
 who will play a critical role in monitoring 
performance
, identifying 
trends
, and enabling strategic decision-making across our 
contact center operations.

Key Responsibilities

  • Analyze performance data (AHT, SLA, CSAT, FCR, etc.) from multiple projects and teams
  • Generate regular and ad hoc reports for internal use and for clients
  • Identify performance trends, risks, and opportunities
  • Work closely with operations managers to translate data into actionable strategies
  • Support forecasting, resource planning, and process improvement initiatives
  • Collaborate with Quality Assurance and Workforce Management teams
  • Contribute to the continuous development of dashboards and reporting tools

Required Qualifications

  • 2+ years of experience in a performance analyst or data analyst role, preferably in a contact center/BPO environment
  • Strong knowledge of key contact center KPIs and metrics
  • Proficiency in MS Excel (pivot tables, formulas, charts)
  • Experience with BI tools (e.g., Power BI, tableau) & SQL
  • Excellent analytical thinking and attention to detail
  • Strong communication skills and ability to present findings clearly
  • Very good command of the English language

What We Offer

  • A fast-paced and supportive work environment
  • Competitive salary & performance bonus
  • The opportunity to work with major organizations across industries
  • Professional growth through continuous training and development
  • A company culture focused on innovation, performance, and people

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