Contact Center Analytics Expert

3 weeks ago


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

Seven Seven Software is seeking an experienced Data Analyst/BI Developer to join our team. As a key member of our analytics team, you will work closely with Genesys IVR developers to analyze customer journey metrics and identify areas for improvement. Your expertise in business intelligence and analytics will help us optimize the caller experience and make informed decisions.

Responsibilities:
- Collaborate with Genesys IVR developers to analyze customer journey metrics
- Develop dashboards and reports 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

Estimated Salary Range: $90,000 - $110,000 per annum, based on experience.

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