Contact Center Business Intelligence Analyst

Description: • Uses Contact Center tools, knowledge, systems, and databases to analyze trends or patterns affecting customer experience and interaction quality. • Supports business problems by understanding business challenges, collecting, cleaning, transforming, and restructuring data for statistical analysis, performing statistical summaries and test for relevant business questions. • Communicates analyses and insights to leaders by summarizing conclusions and solutions, translating findings into clear, understandable themes for business leaders, identifying specific analytic results that drive actionable insights. • Collaborates with cross functional teams to identify process and performance gaps impacting customer experiences acting on these findings to streamline and implement process improvements that enhance people execution and the customer experience. • Pursues self-development and effective relationships with others by organizing resources and information; openly sharing... information, advice, and expertise with coworkers and customers; influencing others through technical explanations and examples; providing occasional mentoring to team members; seeking performance feedback; adapting to and learning from change, difficulties, and feedback. • Completes work assignments by applying up-to-date expertise in subject area; leveraging an understanding of policies, data, and resources to support projects or initiatives; collaborating cross-functionally to solve business problems; identifying and monitoring priorities, deadlines, and expectations; communicating progress and information; identifying, recommending, and implementing ways to address improvement opportunities. Requirements: • Bachelor’s Degree in Analytics, Computer Science, or related field • 3-5 Years experience performing data mining, data analysis, and data modeling using large data sets. • 1-2 Years Experience in data analytics, visualization and customer experience • 1-2 Years Experience in data analysis, and data modeling using large data sets • 1-2 Years Experience working with Contact Center practices, systems, and tools • 1-2 Years Experience interacting with individuals up to and including director on a regular basis, • Advanced capability with Office applications (e.g., Excel, PowerPoint, and Access) • 1-2 Years Experience using sentiment analysis tools to analyze customer feedback • 1-2 Years Experience with feedback management and data analytics platforms • 1-2 Years Experience with advanced predictive modeling practices and tools

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