Call Centre MI Specialist

Job Purpose

The Call Centre MI Specialist is responsible for designing, developing, and maintaining management information systems, dashboards, and reporting solutions to support call centre performance, operational efficiency, and strategic decision-making.

This role requires strong expertise inElasticsearch, Kibana, Grafana, with development skills in.NET and Python (for data transformation and automation)to manage data pipelines, reporting frameworks, and real-time performance monitoring systems.

Key Responsibilities

1. Management Information & Reporting

• Design and develop operational dashboards usingKibanaandGrafana.
• Build real-time and historical reporting solutions for:
• Service levels
• Call volumes
• AHT (Average Handling Time)
• Abandon rates
• Agent performance metrics
• Customer satisfaction scores
• Automate recurring reports and data refresh processes.
• Ensure data accuracy, integrity, and consistency across reports.

2. Elasticsearch Administration & Development

• Design and manage Elasticsearch indexes and mappings.
• Optimize search queries and aggregations for performance.
• Implement and maintain log/data ingestion pipelines.
• Monitor cluster health and performance.
• Troubleshoot indexing and query performance issues.

3. Dashboard & Visualization Development

• Create interactive and executive-level dashboards in Kibana.
• Develop advanced visualizations and alerting mechanisms in Grafana.
• Integrate dashboards with multiple data sources (Elasticsearch, SQL databases, APIs).
• Implement real-time alerting for SLA breaches or performance anomalies.

4. Development & Data Transformation (.NET & Python)

.NET (C#)

• Develop backend services and APIs to integrate call centre platforms (telephony, CRM, WFM tools).
• Build secure RESTful APIs for data ingestion and reporting.
• Implement authentication and role-based access control.
• Develop automation services for scheduled reporting and monitoring.

Python (Data Transformation & Automation)

• Develop ETL/ELT scripts for data extraction, cleansing, and transformation.
• Process structured and semi-structured datasets (CSV, JSON, API feeds, logs).
• Implement data validation and quality checks.
• Automate reporting workflows and data pipeline orchestration.
• Perform advanced data manipulation using libraries such as Pandas and NumPy (desirable).

5. Data Integration & ETL

• Extract data from call centre systems (telephony, CRM, workforce management platforms).
• Design transformation logic using Python and/or .NET services.
• Load optimized datasets into Elasticsearch and other reporting databases.
• Maintain scalable and efficient data pipelines.

Required Skills & Experience

Technical Skills

Essential

• Strong experience with:
• Elasticsearch(indexing, querying, tuning)
• Kibana(dashboard design and analytics)
• Grafana(visualizations and alerting)
• Strong development experience in:
• .NET / C#
• Python (data transformation & automation)
• Experience building REST APIs
• SQL database experience (SQL Server, MySQL, or PostgreSQL)
• Experience designing ETL pipelines
• Strong understanding of call centre KPIs and operational metrics
• Experience with real-time monitoring and alerting systems

Desirable

• Experience with Logstash or data ingestion tools
• Knowledge of Azure or AWS
• Experience with CI/CD pipelines
• Familiarity with telephony platforms (Avaya, Genesys, Five9)
• Understanding of data warehousing concepts