Data Analyst/BI Developer

3 weeks ago


Fort Wayne, Indiana, United States Seven Seven Software Full time
Job Description:

Data Analyst/BI Developer needed to work with Genesys IVR developers to understand how they are tracking the customer journey in the IVR flow. The goal is to ensure the necessary data points are tracked in the appropriate parts of the flow to extract data and understand if the IVR is providing an efficient experience to the caller. If not, the candidate needs to identify improvement opportunities and guide the Genesys IVR dev teams on enhancements.

Key Responsibilities:
Experienced in common contact center processes, KPIs, and metrics
Familiar with telephony systems
Working knowledge of BI/Analytics tools (PowerBI/Tableau) for creation of dashboards, reports, etc
Ability to clearly socialize analysis

Requirements:
Strong analytical skills
Excellent communication skills
Ability to work with cross-functional teams
Experience with workforce management a plus

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