Call Center Data Sientist
hace 5 días
Job Title: Call Center Data Scientist
Location: Onsite in Zona Centro, Tijuana, Baja California, Mexico
Company: CyberCity Call Center
Hours: Monday to Friday up to 2k premium
About Us:
We are a leading call center specializing in customer service, back office, sales, and billing. We leverage our expertise, with your contributions, to directly impact our clients’ future. We pride ourselves on utilizing cutting-edge technology and a highly skilled team to deliver excellence. Our dynamic team values collaboration, integrity, and performance. If you are passionate about driving results and thrive in a fast-paced, client-focused setting, we invite you to explore opportunities with us and make a significant difference in the lives of our customers.
About the Role:
As a Call Center Data Scientist, you will play a pivotal role in transforming data into actionable insights to enhance call center performance and customer satisfaction. You will analyze large datasets, build predictive models, and generate reports to guide strategic decision-making. Your work will directly support operational improvements, agent performance optimization, and customer experience enhancements by identifying trends, forecasting outcomes, and measuring the impact of various initiatives.
**Requirements**:
- 6 months of experience in a similar capacity
- Must be onsite in the Tijuana office
- English fluent, both written and verbal
- Types 35 words per minute
- High level of work ethic, professionalism, punctuality, and reliability
- Proficient in using computers, CRM software, and data analysis tools (e.g., Excel, SQL, Python, R)
- Ability to adapt to changing priorities and processes
- Capable of working independently and as part of a team
- Meticulous attention to detail and accuracy while multitasking
- Ability to handle confidential information with integrity
- Stays current with industry trends and data science advancements
- Effective time-management and organizational skills
- Excellent analytical and problem-solving skills
- Charismatic and influential leadership abilities
Key Responsibilities:
- Analyze call center data including call volume, handling time, customer satisfaction, agent performance, and more
- Develop dashboards and reports to monitor KPIs and operational metrics
- Identify patterns and trends to support business decisions and improve customer experience
- Use predictive modeling and statistical techniques to forecast staffing needs and call volumes
- Collaborate with operations, training, and quality teams to provide data-driven recommendations
- Monitor real-time performance indicators and generate alerts for anomalies
- Present findings and insights to stakeholders in a clear and actionable manner
- Ensure data integrity, accuracy, and consistency across all reports and models
- Support the design and implementation of A/B tests and other performance experiments
- Continuously explore new tools and methodologies to enhance data analysis capabilities
What We Offer:
- Competitive salary and benefits package
- Opportunities for professional development and career growth
- A supportive and collaborative work environment
- Comprehensive training on data tools and relevant business processes
- The chance to be part of a vital service supporting legal and medical professionals
**Job Types**: Full-time, Permanent
Pay: $22,000.00 - $27,000.00 per month
Work Location: In person
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