Business Intelligence Analyst

3 weeks ago


Fort Washington, Pennsylvania, United States Seven Seven Software Full time
Job Description:

We are seeking a highly skilled Data Analyst/BI Developer to join our team at Seven Seven Software. As a key member of our analytics team, you will be responsible for working closely with Genesys IVR developers to understand the customer journey in the IVR flow and ensure that necessary data points are tracked. Your goal will be to extract valuable insights from the data to optimize the caller experience and identify areas for improvement.

Key Responsibilities:
- Collaborate with Genesys IVR developers to track customer journey metrics
- Identify improvement opportunities and bottlenecks in the IVR flow
- Develop dashboards and reports using BI/analytics tools (PowerBI/Tableau)
- 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

Salary: $90,000 - $110,000 per annum, depending on experience. We offer a competitive benefits package and opportunities for professional growth.

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