📝 Description
📋 What you will do
- Analyze contact center performance metrics
- Build and maintain operational reporting
- Monitor key KPIs: conversion, ticket handling speed, SLA, and agent productivity
- Analyze call funnels and customer communication
- Identify reasons for customer churn at different stages of the application process
- Perform workload and shift efficiency analysis
- Formulate recommendations to improve service quality and team productivity
- Participate in implementing new processes and evaluating their effectiveness
- Automate reporting and improve the analytics system
- Collaborate with Contact Center, Marketing, CRM, and Product teams
🛠 Stack and skills
Excel
Google Sheets
Power BI
Looker Studio
Tableau
SQL
Telephony systems
CRM systems
✅ What we expect
- Minimum 1 year of experience as an analyst
- Understanding of contact center KPIs and customer funnels
- Analytical mindset and results-oriented approach
- Attention to detail and systematic work habits
- Experience in MFO, fintech, or contact centers is an advantage
- Knowledge of sales and customer service processes
🎁 What we offer
- Fully remote work or relocation to Cyprus
- Work in an international fintech project at the launch stage
- Opportunity to influence key business decisions
- Direct interaction with company leadership
- Minimal bureaucracy and fast implementation of ideas
- Career and professional growth aligned with company development