Data Analyst- Contact Centre

Closed for applications

Nairobi • Kenya

Posted: 23 Jul 2025

Apply by: 20 Aug 2025

Expired

Job details

Location

Nairobi • Kenya

Contract Type

Description

responsible
for monitoring and analyzing real-time data to ensure optimal performance and
service delivery. As a Real Time Analyst, you will manage all call center
traffic to ensure compliance with customer service level agreements Their
primary responsibility is to monitor and analyze real-time data related to
employee activities, call volumes, and service levels.

Responsibilities:

Monitor real-time call volume, handle time, and service levels, and take
immediate action to adjust agent scheduling or activities to ensure targets are
met
Monitor intra-day scheduling forecast compared to actual volumes and make
adjustments throughout the day as required
Perform real-time analysis and
execution of intra-day staffing adjustments in half-hour increments
Provide
performance analyses and trending information

Skills and qualifications - Hard and soft
skills:
Proficiency in data analysis and reporting tools
High
excel knowledge Power BI knowledge