Are you passionate about data, reporting, and system management? Do you want to work in an international environment, ensuring smooth contact centre operations through data accuracy, reporting, and analytics? If so, we’d love to have you on our team.
responsibilities :
System access and data management
Manage and process access requests for the Genesys Engage platform, ensuring compliance with security protocols
Grant and manage user permissions for Power BI dashboards and other reporting tools
Maintain and update agent-level mapping, ensuring workforce alignment and reporting accuracy
Track and document all access changes for compliance and audit purposes
Reporting and data analysis
Assist in generating and distributing daily, weekly, and monthly reports on contact centre performance
Support senior analysts by gathering and validating data for business reviews
Perform basic data analysis to highlight trends, inefficiencies, and operational insights
Create ad-hoc reports as needed to support decision-making
Operational and administrative support
Maintain structured records of access requests and reporting updates for timely resolution
Provide first-level troubleshooting for reporting tools and escalate issues as needed
Document and update standard operating procedures (SOPs) for reporting, access management, and data maintenance
Assist in testing and validating system updates to reporting tools and configurations
Continuous improvement and collaboration
Identify opportunities for process automation and reporting improvements
Work closely with senior analysts, data teams, and contact centre managers to enhance efficiency
Support training efforts by helping new users navigate reporting tools and dashboards
Participate in team meetings and projects, contributing insights from a data analyst perspective
requirements-expected :
College diploma or university degree in Business, Data Analytics, or a related field (preferred)
1-2 years of experience in a contact centre, data analysis, or analytical support role
English C1 required
Experience working with Microsoft O365 (Excel and Power BI)
Strong attention to detail to ensure data accuracy
Ability to manage multiple tasks, prioritize, and meet deadlines
Good communication skills, especially when handling system access and reporting updates
Technical aptitude to troubleshoot reporting and system access issues
offered :
International work environment with cross-team collaboration
Hands-on experience with contact centre analytics and reporting tools
Opportunities for growth and development in data analysis
Hybrid work model (2-3 days per week in the Katowice office)
Access to a benefits cafeteria, including Multisport
Paid volunteer days, allowing you to support causes that matter to you
Discounts on trips from TTC’s portfolio, so you can explore the world at exclusive employee rates
benefits :
sharing the costs of sports activities
sharing the costs of foreign language classes
sharing the costs of professional training & courses
remote work opportunities
flexible working time
integration events
corporate gym
corporate sports team
corporate library
no dress code
coffee / tea
drinks
parking space for employees
leisure zone
sharing the costs of tourist services
sharing the costs of tickets to the movies, theater
