We are looking for a Data Analyst to join SnappMarket’s Call Center team. You will work with operational data to identify business insights, monitor performance, and support data-driven decision-making across Call Center operations.

Key Responsibilities:

• Build and maintain Power BI and Metabase dashboards and analytical reports.
• Analyze Call, Agent, Ticket, Order, QC, and operational data.
• Monitor key Call Center KPIs such as AHT, SLA, Service Level, Productivity, Occupancy, and Quality Score.
• Perform root-cause and deep-dive analysis to identify performance gaps and operational issues.
• Translate business requirements into SQL queries, datasets, reports, and actionable insights.
• Ensure data accuracy and consistency across dashboards and reports.
• Automate recurring reports and analytical processes where possible.
• Work closely with Call Center, Operations, QC, and Data Engineering teams.

Requirements:

• 3+ years of experience in Data Analysis / BI.
• Strong SQL skills and experience working with large datasets.
• Strong experience with Power BI, Metabase, and Excel/Google Sheets.
• Working knowledge of Python or R.
• Strong analytical and problem-solving skills.
• Good understanding of business and operational KPIs.
• Ability to translate business problems into structured data solutions.
• Strong communication and stakeholder management skills.