Data Insights Specialist

2 days 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. The ideal candidate will work closely with Genesys IVR developers to ensure that the customer journey is effectively tracked in the IVR flow. This includes identifying and implementing necessary data points to extract insights on the caller's experience.

Key Responsibilities:
  • Collaborate with Genesys IVR developers to track customer journey data points.
  • Analyze and identify improvement opportunities, bottlenecks, and areas for enhancement.
  • Develop and maintain dashboards, reports, and analytics using BI/Analytics tools (PowerBI/Tableau).
  • Socialize analysis to stakeholders and guide Genesys IVR dev teams on enhancements.

Requirements:
  • Experience with common contact center processes, KPIs, and metrics.
  • Familiarity with telephony systems.
  • Working knowledge of BI/Analytics tools (PowerBI/Tableau).
  • Workforce management experience is a plus.

Estimated Salary: $80,000 - $110,000 per year, depending on location and experience.

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