cs performance monitoring and business development specialist | data analytics and reporting
Jul 29, 2026 · Alpha Bank
What you'll do
- Design, develop and maintain reporting frameworks and dashboards for multi-channel Contact Center operations
- Monitor and analyze performance KPIs, SLAs, volumes, and productivity metrics across platforms
- Create and deliver interactive Power BI dashboards and reports for daily monitoring and strategic planning
- Analyze customer journeys to identify inefficiencies and optimization opportunities
- Collaborate with stakeholders and providers to ensure data accuracy and proper data flows
- Support budgeting, forecasting, and performance tracking including vendor SLA and billing reporting
- Contribute to improving reporting frameworks with best practices in data modeling, visualization and monitoring
Key requirements
- 3+ years' experience
- Power BI and data visualization skills
- Proficiency in SQL, Excel, SAS, and SPSS
- Knowledge of Python for data handling and automation
- Experience in data analytics, reporting frameworks design, and performance monitoring
- Strong critical thinking and collaboration skills
- Customer journey analytics abilities
- Data Science / Business Analytics / Computer Science / Statistics / Engineering / Any Fieldpreferred
Benefits
- A friendly and collaborative working environment supporting initiative and action.
- A culture centered on learning and continuous development.
- Opportunities to participate in complex tasks and transformation projects with flexible working options and competitive salary.
About the job
The Contact Center Performance Monitoring & Business Development Specialist, with a focus on Data Analytics & Reporting, will be responsible for the design, development and evolution of reporting frameworks and analytical capabilities supporting Alpha Bank’s Contact Center ecosystem.
The role covers multi-channel Contact Center operations, including voice, IVR, live chat and customer request/complaint handling, and plays a key role in strengthening data-driven decision-making, performance monitoring and customer journey analytics.
What you will be doing
Design, develop and maintain new reporting frameworks and dashboards to support multi-channel Contact Center operations (voice, IVR, live chat, complaints/requests).
Monitor and analyze performance KPIs, SLAs, volumes, productivity metrics and contact center indicators across all platforms.
Create and deliver interactive Power BI dashboards and reports to support daily monitoring, business reviews and strategic planning.
Analyze customer journeys across channels to identify inefficiencies, behavioral patterns and optimization opportunities.
Collaborate with internal stakeholders and external providers to ensure data accuracy, alignment with business definitions and proper data flows.
Support the budgeting, forecasting and performance tracking, including vendor-related SLA and billing reporting.
Contribute to the continuous improvement of the reporting framework by introducing best practices in data modeling, visualization and performance monitoring.
What you need to have
A Bachelor's degree in Data Science, Business Analytics, Computer Science, Statistics, Engineering, or a related field.
A Master’s degree in a related field will be considered an asset.
3+ years of experience in reporting or analytics roles, preferably within customer service or call center environments.
Proven experience in designing reports and dashboards using Power BI (DAX, data modeling, Power Query).
Strong skills in Excel and data science technologies such as SQL, SAS, SPSS. Experience in Python for data handling and automation will be considered a significant asset.
Solid analytical and critical thinking skills, with a focus on accuracy and attention to detail.
Ability to collaborate across departments and communicate effectively with both technical and non-technical stakeholders.
Excellent command of the Greek and English language (both written and spoken).
What we offer
It’s all about our people. At Alpha Bank, you will enjoy:
A friendly and collaborative working environment that supports taking initiative and action
A culture that centers around learning and continuous development and encourages everyone to bring their best self to work
The opportunity to challenge your thinking through your participation in complex tasks and transformation projects
Being part of a large organization with a leading role in the Greek economy and a strong presence in the community
Flexible working options
A competitive salary and benefits
About the company
Our purpose at Alpha Bank is to enable progress in life and business for a better tomorrow, by integrating finance seamlessly into our customers’ lives. Since 1879, when J.F. Costopoulos founded Alpha Bank, our success is rooted in the relationships of trust we maintain with our customers. Today, we look to the future and aspire to be recognized as a reliable partner that helps businesses evolve and succeed in the green and digital economy, as well as an enabler of inclusive progress for our people, customers and communities. Join us on this journey.
About the company
Our purpose at Alpha Bank is to enable progress in life and business for a better tomorrow, by integrating finance seamlessly into our customers’ lives. Since 1879, when J.F. Costopoulos founded Alpha Bank, our success is rooted in the relationships of trust we maintain with our customers. Today, we look to the future and aspire to be recognized as a reliable partner that helps businesses evolve and succeed in the green and digital economy, as well as an enabler of inclusive progress for our people, customers and communities. Join us on this journey.