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 "We prioritize candidate privacy and champion equal-opportunity employment. Central to our mission is our partnership with companies that share this commitment. We aim to foster a fair, transparent, and secure hiring environment for all. If you encounter any employer not adhering to these principles, please bring it to our attention immediately. We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer Apply Job!