Data Analyst

TL;DR

Data Analyst (IVR/CX): Analyze caller behavior data from IVR applications using SQL and Excel, design and develop custom Tableau reports to visualize trends and identify improvements. Focus on collaborating with stakeholders to provide data-driven insights and recommendations for enhancing IVR user experience.

Location: Remote

Company

Fast-growing system integrator offering strategic Customer Experience (CX) solutions to clients.

What you will do

• Analyze caller behavior data from IVR applications using SQL and Microsoft Excel
• Design and develop custom Tableau reports to visualize data, identify trends, and areas for improvement
• Collaborate with internal and external stakeholders to improve IVR experience based on analysis
• Develop deep understanding of IVR functionality and user flows
• Provide data-driven insights and recommendations to inform design decisions

Requirements

• Bachelor's degree in Information Systems, Computer Science, Statistics, or related field
• 2+ years of experience in data analysis, preferably in IVR or contact center environment
• Proficiency in Microsoft Excel and SQL
• Strong analytical and problem-solving skills
• Excellent communication and collaboration skills

Nice to have

• Experience with Tableau or other business intelligence tools
• Familiarity with IVR platforms (Genesys, Avaya, Nuance)
• Knowledge of UX design principles and human-computer interaction