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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