Skills and Experience:

• Bachelor’s degree in Business, Operations Management, Data Analytics, or related field.
  
• 3–5 years’ experience in a call center reporting, analytics, or performance management role (manufacturing/logistics experience preferred).
  
• Strong knowledge of CX reporting and analytics tools.
  
• Proven ability to conduct root-cause analysis and translate data into actionable solutions.
  
• Advanced Excel skills; experience with Power BI or similar visualization tools is an advantage.
  
• Strong analytical thinking, attention to detail and problem-solving capability.
  
• Ability to present insights clearly to senior stakeholders.
  

Performance Monitoring & Reporting

• Analyze inbound call center performance using CX reporting and analytics tools.
  

• Monitor and interpret KPIs including:
  

  • Service Level
    
  • Average Handling Time (AHT)
    
  • First Contact Resolution (FCR)
    
  • Agent productivity
    
  • Call Abandonment Rate
    
  • Dropped Call Rate
    
  • Call Spike Management
    
  • Escalation & Repeat Call Rate
    
  • CSAT
    
• Conduct root-cause analysis on abandoned and dropped calls to identify operational, technical or staffing gaps.
  
• Develop and present daily, weekly and monthly dashboards to leadership.
  

Abandon & Dropped Call Analysis

• Investigate reasons for abandoned calls (e.g., long wait times, peak-hour congestion, insufficient staffing).
  
• Analyze dropped call patterns and determine whether causes are system-related, network-related, or process-related.
  
• Recommend corrective actions to reduce call losses and improve accessibility.
  
• Monitor trends and measure improvement impact over time.
  

Insights & Performance Improvement

• Identify performance trends, bottlenecks and inefficiencies through structured data analysis.
  
• Provide actionable recommendations to improve service levels and operational efficiency.
  
• Support workforce planning decisions using historical data and demand forecasting.
  
• Optimize scheduling and resource allocation based on volume trends and shrinkage analysis.
  

Process Optimization

• Use reporting insights to refine call routing, escalation workflows and complaint management processes.
  
• Collaborate with Sales, production, supply chain and logistics teams to address recurring customer issues highlighted by call data.
  
• Drive continuous improvement initiatives based on measurable data outcomes.
  

Team Support & Data-Driven Coaching

• Provide Team Leaders with performance insights for targeted coaching.
  
• Identify training needs based on trends in AHT, repeat calls, escalations and quality scores.
  
• Support performance improvement plans using objective data.
  

Quality & Compliance Oversight

• Analyze QA scores and identify recurring quality gaps.
  
• Detect anomalies or performance deviations using trend analysis.
  
• Work closely with QA teams to implement improvement initiatives.
  

Strategic Decision Support

• Provide leadership with detailed performance insights to support operational strategy.
  
• Assist in call volume forecasting and headcount planning.
  
• Ensure reporting accuracy, consistency and standardization across the function.
  

BURN Ambassador

• Always maintain integrity and be a positive ambassador for BURN
  
• Strive for continuous improvement for our services that we offer our customers.
  
• Maintain an open and receptive attitude when receiving feedback and suggestions.