Data Analyst

2 weeks ago

Delhi NCR, India Rare Globex General Trading Dubai Full time

About the Role

We are looking for a detail-oriented Data Analyst to join our BPO operations team in Dubai. The ideal candidate will analyze operational data, build dashboards, automate recurring reports, and provide actionable insights that enhance efficiency and service delivery across multiple processes such as Sales, Customer Support, and Quality Assurance.

You will work closely with internal stakeholders to improve process performance, identify trends, and support data-driven decision-making within the BPO environment.

Key Responsibilities

  • Collect, clean, and analyze data from multiple operational systems including CRM, call management tools, and client databases.
  • Generate daily, weekly, and monthly performance reports for business units and clients.
  • Build and maintain interactive dashboards using Metabase, Power BI, or Excel for real-time visibility into KPIs (AHT, CSAT, SLA adherence, agent productivity, etc.).
  • Collaborate with operations and quality teams to identify process gaps and recommend data-backed improvements.
  • Automate data extraction, transformation, and reporting using Python and SQL.
  • Monitor data integrity and flag anomalies in call data, lead tracking, and customer interactions.
  • Support data migration and process transition projects by validating and mapping datasets.
  • Present findings to management and assist in strategic planning for process optimization.

Qualifications

  • Bachelors degree in Business, Commerce, Computer Science, or a related field.
  • MBA or Masters degree in Business Analytics / Data Science preferred.
  • Hands-on experience in a data analysis or reporting role, ideally in a BPO, shared services, or operations-focused organization.
  • Strong command of SQL (PostgreSQL / MySQL) and Python (pandas, numpy, matplotlib) for automation and analytics.
  • Advanced proficiency in Excel / Google Sheets, including pivot tables, Power Query, and automation macros.
  • Experience with data visualization tools like Power BI or Metabase.
  • Strong analytical mindset, attention to detail, and ability to communicate technical insights clearly to non-technical stakeholders.

Preferred Skills

  • Experience working with call center metrics, CRM systems, or ticketing tools.
  • Understanding of BPO KPIs such as TAT, CSAT, FCR, AHT, and productivity.
  • Familiarity with process automation, ETL pipelines, or report scheduling.
  • Knowledge of Python scripting for data automation and SQL for performance monitoring.

Interested candidate may share their updated cv at or WhatsApp

References are welcome

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