CS Performance Monitoring and Business Development Specialist | Data Analytics and Reporting

Company: ALPHA BANK

Date: 3 Jul 2026

Location:

ΧΟΛΑΡΓΟΣ, GR

At Alpha Bank we are shaping the future of banking in Greece.

Through our large-scale Transformation Program, we are changing the way we operate, the way we deliver results and the way we service our Customers.

We understand our Customers’ needs and design experiences around them.
We work in partnership and invite diversity of skills and perspectives.
We are forward-thinking and drive continuous improvement.
We make things happen; we execute quickly and focus on what is essential.

If you are a change enthusiast who sets ambitious goals and works with a sense of purpose, we want to get to know you!

Join our team #AlphaBank

#WeAreAlpha #EnablingProgress #AlphaCulture #ValuesThatLead #OneTeamOnePurpose

Purpose

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

All applications will be acknowledged and treated in utmost confidence.