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Contact Center Data Analyst

2 months ago

Warren, United States G-TECH Services Full time
Job DescriptionJob Description

Hybrid: Onsite Tuesday - Thursday

The Contact Center & Voice of the Customer (CCQ-VOC) Insight Strategy team is tasked with providing holistic insights which can enable operations teams to drive insights for the organization and continuous customer service delivery improvements in the contact center space. The team measures and reports on perception metrics, beacon metrics, and topic trending. A large part of the role includes creating and maintaining reporting solutions and visualizations for leadership and operations teams and investigating trends using various data sources.
The Analyst focus will be on monitoring and integrating large volumes of data, analyzing the data from across the global business units, designing reports and discovering patterns to suggest where Business Unit VOC teams can dig for insights and actions to drive operational performance improvements. The Analyst will be engaged in solving problems, finding opportunities for improvement across multiple projects, teams, and business units.

The Data Analyst will need to:
• Have a working knowledge of Salesforce.
• Be comfortable presenting to leadership.
• See solutions in sprawling data sets and have a business mindset to convert insights into strategic opportunities.
• Join data from disparate systems to uncover areas of opportunity to enhance the customer experience.
• Work with and create databases and dashboards to use relevant data that can inform decisions.
• Perform descriptive analysis and analyze appropriate key metrics to uncover trends and root causes of issues.
• Perform analyses of historical data to surface trends and insights using advanced analytical methods.
• Collaborate with cross-functional teams of people to prioritize and deliver insights and solve enterprise problems.
• Create visualizations and internal presentations to share data and deliver tangible, actionable insights that become solutions for business partners to implement.
• Verify the quality, accuracy, and reasonableness of acquired structured and unstructured data.

Analyst Required Experience/Qualifications:
• Undergraduate degree (BA/BS) in a relevant field.
• A minimum of 3 years of relevant professional experience.
• Working knowledge of Salesforce.
• Ability to join data involving multiple tables and subqueries.
• Strong ability to plan and manage numerous processes and projects.
• Excellent communication skills with ability to collaborate and work independently:
o Ability to work as part of a team in a highly collaborative way.
o Skilled at listening to input, valuing outside perspectives, and continuously seeking feedback.
o Experienced team player with positive can-do attitude, energetic and proactive.

Analyst Preferred Experience/Qualifications:
• Expert knowledge of Salesforce.
• Ability to write listening queries in Brandwatch. Working knowledge of Brandwatch is a plus but if you do not have experience with Brandwatch, possess the skills to learn on the job and teach others.
• Contact Center environment experience.
• Understanding of and experience analyzing data, drawing conclusions, and developing working hypotheses.
o Strong problem solving, quantitative and analytical abilities.
o Ability to quickly pattern spot and surface actionable insights, separate signal from noise.
o Proven experience in statistical modeling tool.
• Proficiency with tools: example: speech analytics and call recording tools – (e.g., Qualtrics XM Discover) and experience in analytical topic modeling
• Proven experience in creating reports, actionable insights, and stories:
o Experience with data visualization tools: Power BI, etc.
• Good understanding Database design and data modeling concepts including scripting skills to perform data manipulation (e.g., Python, R)

Company DescriptionG-TECH Services, Inc. is a leading certified recruitment and placement firm that provides high-quality, flexible staffing solutions to a nationwide client base. We pride ourselves in keeping employee attrition low and offering exciting career opportunities to Engineers and IT professionals We are large enough to make a difference and small enough to genuinely care about each and every one of our employees
We work with the best of the best Join us todayCompany DescriptionG-TECH Services, Inc. is a leading certified recruitment and placement firm that provides high-quality, flexible staffing solutions to a nationwide client base. We pride ourselves in keeping employee attrition low and offering exciting career opportunities to Engineers and IT professionals We are large enough to make a difference and small enough to genuinely care about each and every one of our employees\r
We work with the best of the best Join us today