Data Analyst / BI Developer

Employer Industry: Information Technology and Telecommunications

Why consider this job opportunity...
• Long-term contract-to-hire position offering stability
• Opportunity to work with advanced IVR systems and impact customer experience
• Potential for career advancement within the employer
• Hybrid work model providing flexibility and work-life balance
• Collaborative environment with a focus on continuous improvement

What to Expect (Job Responsibilities):
• Collaborate with Genesys IVR developers to track customer journeys within the IVR flow
• Identify data points necessary for assessing IVR efficiency and user experience
• Analyze data to pinpoint improvement opportunities and bottlenecks in the IVR process
• Guide development teams on required enhancements based on analysis findings
• Create dashboards and reports using BI/Analytics tools to effectively communicate insights

What is Required (Qualifications):
• Experience in contact center processes, KPIs, and metrics
• Familiarity with telephony systems
• Working knowledge of BI/Analytics tools such as PowerBI or Tableau
• Ability to identify opportunities for improvement in customer interactions
• Experience in workforce management is a plus

How to Stand Out (Preferred Qualifications):
• Previous experience working with IVR systems
• Strong analytical skills with a focus on data-driven decision making
• Excellent communication skills for socializing analysis with stakeholders
• Familiarity with customer journey mapping techniques

#DataAnalytics #IVR #CustomerExperience #HybridWork #CareerGrowth

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