Data Analyst

Utilized Microsoft Excel extensively for daily, weekly, and monthly operational reports, tracking key BPO metrics such as AHT, FCR, CSAT, and SLA compliance. Developed dynamic dashboards using pivot tables, slicers, and charts to provide real-time insights for operations and client-facing teams. Automated repetitive tasks and reporting processes using Excel formulas (VLOOKUP, INDEX-MATCH, IF, SUMIFS) and macros, reducing manual work by up to 40%. Created workforce management trackers for shift scheduling, adherence monitoring, and absenteeism reports, helping managers optimize agent productivity. Cleaned and transformed raw data from CRM and call center systems into structured formats for analysis using Power Query and advanced Excel functions. Conducted variance analysis and created what-if models in Excel to support decision-making for staffing, process improvements, and cost optimization. Provided training to team members on Excel best practices, improving the team’s reporting accuracy and efficiency.

A Data Analyst turns data into actionable insights that help businesses grow, optimize operations, and improve decision-making.

Managed end-to-end agent scheduling across multiple BPO campaigns, ensuring optimal staffing levels aligned with forecasted call volumes and service level agreements (SLAs). Created and maintained daily, weekly, and monthly schedules using WFM tools and Excel-based planning sheets, balancing business requirements with employee preferences. Collaborated with operations, HR, and training teams to incorporate new hires, leaves, and shift swaps into the master schedule without disrupting business continuity. Monitored real-time adherence and made intraday adjustments to schedules to minimize understaffing or overstaffing issues. Conducted capacity planning and shrinkage analysis, factoring in breaks, absenteeism, holidays, and off-phone activities to ensure efficient schedule accuracy. Generated reports and dashboards to track schedule efficiency, shrinkage, and agent availability for operational reviews. Contributed to workforce optimization strategies by analyzing scheduling patterns and recommending improvements in shift designs and staffing models.