Data Analyst

Job Description

Create, implement, interpret and manage all Genesys reporting to drive consistent definition and centralized data analytics for all contact center teams and programs. Analyze caller behavior data from IVR applications and Genesys platform to facilitate data-driven decision making to ensure successful contact outcomes. Utilize call and IVR data to determine contact center change initiative success and recommending adjustments to improve success rates and containment. Review, combine, filter, analyze and leverage data from multiple sources to ensure continuous improvement of service and support performance.

Design and develop custom Tableau and/or Power BI reports and dashboards to visualize caller behavior data, identify trends and recommend areas for improvement. Utilize Genesys data to create short- and long-term forecasting plans for current and new programs and supporting schedule recommendations per contract operation hour guidelines. Collaborate with internal and external stakeholders to identify opportunities for improving the IVR experience based on analysis findings. Develop and maintain a deep understanding of IVR application functionality and user flows.

Provide data-driven insights and recommendations to inform design decisions and improve overall caller experience. Create and automate repetitive steps to ensure consistency and efficiency for the data used by the contact center teams. Partner with key stakeholders to make data-driven recommendations on contact center staffing, process and workflow improvements to ensure contact center efficiency and success. Support API data transfers from Genesys, ensuring accuracy and consistency of data flows to enterprise systems. Maintain and enhance contact center data models, ensuring scalability, accuracy and alignment with operational needs. Develop and maintain documentation for data structures, processes and integration workflows.