Operational Data Analysis and Reporting Questions

Focuses on using data and reports to drive day to day operational decisions. Candidates should demonstrate familiarity with common operational metrics and reports such as ticket or request volume trends, resolution time distributions, customer satisfaction scores over time, channel or segment breakdowns, top issues and themes, and individual or team performance indicators. Expect to describe how you would approach an operational problem: what data sources you would gather, what questions you would ask, how you would slice and segment data, how you would form and test hypotheses, and how you would validate findings. Show comfort with dashboards and analytics tools, designing recurring reports and alerts, communicating insights to stakeholders, and recommending concrete changes. Also discuss limitations of metrics, data quality concerns, sampling and outlier effects, and how you would triangulate multiple indicators to avoid misinterpretation.