Data Analyst (BPO - Flight Reservation)

VXI Global Solutions is looking for a talented and analytical Data Analyst to join our team and support a specialized Flight Reservations operation.We are seeking a data-driven professional who can transform operational data into meaningful insights, identify customer experience opportunities, and drive measurable business improvements through analytics, reporting, and continuous improvement initiatives.

Key Responsibilities

Analyze customer contact drivers, repeat contacts, transfers, escalations, and operational performance trends.Identify patterns and opportunities to improve the traveler experience and reduce customer friction.Establish performance baselines and measurement frameworks to evaluate improvement initiatives.Conduct pre- and post-intervention analysis to assess business impact.Develop and maintain dashboards, analytical reports, and performance scorecards.Identify correlations between operational processes, customer experience, and business outcomes.Measure efficiency improvements and cost-to-serve impacts.Collaborate with Process Improvement teams to identify opportunities and develop data-driven solutions.Translate complex analytical findings into actionable business recommendations.Track the impact and sustainability of implemented improvements.

Job Requirements

3+ years of experience in Contact Center Analytics, Business Intelligence, Operations Analytics, or Customer Experience Analytics.Advanced proficiency in Microsoft Excel.Hands-on experience with data visualization tools such as Power BI or Tableau.SQL knowledge is a strong advantage.Strong analytical, problem-solving, and data interpretation skills.Excellent communication and analytical storytelling abilities.Solid understanding of contact center KPIs, including AHT, FCR, Repeat Contacts, Transfers, Escalations, NPS, CSAT, Conversion, and Cost-to-Serve.Why Join VXI?Be part of an innovative environment where analytics, technology, AI, and continuous improvement come together to enhance operational performance and deliver exceptional customer experiences.