T&T - Customer -CS&D | Customer Experience | Bangalore | Senior Consultant
Deloitte (company site, opens in a new tab)6–9 yrsBengaluruOn-siteDirect career pageEst. 14–22 LPA
Posted 1d ago
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Job description
Structured overview of role & requirements
About This Role
- Design, develop, and maintain dashboards, reports, and data models for business decision-making in a contact center environment.
- Meet MI reporting SLAs and ensure data accuracy, governance, and security within reports.
- Collaborate with stakeholders to gather requirements, troubleshoot data issues, and identify automation and performance optimization opportunities.
Minimum Requirements
- 6 to 9 years of work experience delivering MI reporting in contact center environments.
- Advanced proficiency in Excel and VBA, with knowledge of contact center operations and WFM KPIs.
- Proficiency in SQL/BQ with experience optimizing queries for performance and scalability.
- Bachelor's or Master's degree in MCA, MTech, MBA, B.Tech, BBA, BSc, BE, or B.Com; location requirement: Bangalore with mandatory office presence at least 3 days/week.
Ideal Candidate Profile
- Experience with complex MI reporting and data analytics in contact center settings, indicating high operational understanding.
- Skilled in translating business requirements into scalable MI solutions with strong stakeholder management capabilities.
- Familiarity with ETL processes, Python scripting, and BI tools such as Power BI, QlikView, or Looker is preferred for enhanced reporting capabilities.