Call Centers Performance Analyst

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) & 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