cs performance monitoring and business development specialist | data analytics and reporting

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