Data Insights Specialist

4 days ago


Fort Washington, Pennsylvania, United States Seven Seven Software Full time
About the Role:

We are looking for a skilled Data Analyst/BI Developer to join our team at Seven Seven Software. In this role, you will work closely with Genesys IVR developers to analyze the customer journey in the IVR flow and identify areas for improvement. Your expertise in business intelligence and analytics will help us optimize the caller experience and make data-driven decisions.

Responsibilities:
- Analyze customer journey metrics in collaboration with Genesys IVR developers
- Develop data visualizations using BI/analytics tools (PowerBI/Tableau)
- Identify improvement opportunities and bottlenecks in the IVR flow
- Communicate analysis results clearly to stakeholders

Requirements:
- Experience in contact center processes, KPIs, and metrics
- Familiarity with telephony systems
- Working knowledge of BI/analytics tools
- Workforce management experience a plus

Benefits: Competitive salary ($90,000 - $110,000), comprehensive benefits package, and opportunities for career advancement.

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