Job Description
Job Description
Data Analysis & Reporting
+ Extract, analyze, and interpret large data sets from contact center platforms (e.g., Genesys Cloud, Amazon Connect, CRM, WFM) to track key metrics such as ASA, AHT, SLA compliance, and agent utilization.
+ Analyze reason-for-contact trends and customer survey results (CSAT, NPS, CES) to identify recurring issues, process gaps, and opportunities to enhance customer experience.
+ Design, maintain, and automate dashboards and reports to visualize performance trends, forecast staffing needs, and identify operational gaps.
+ Provide data-driven insights and recommendations to improve efficiency, staffing alignment, and customer experience.
+ Support leadership with ad hoc analyses, executive reports, and data for strategic planning.
+ Ensure all reporting aligns with established KPIs, SLAs, and business goals across global contact center operations.
Systems A...
Data Analysis & Reporting
+ Extract, analyze, and interpret large data sets from contact center platforms (e.g., Genesys Cloud, Amazon Connect, CRM, WFM) to track key metrics such as ASA, AHT, SLA compliance, and agent utilization.
+ Analyze reason-for-contact trends and customer survey results (CSAT, NPS, CES) to identify recurring issues, process gaps, and opportunities to enhance customer experience.
+ Design, maintain, and automate dashboards and reports to visualize performance trends, forecast staffing needs, and identify operational gaps.
+ Provide data-driven insights and recommendations to improve efficiency, staffing alignment, and customer experience.
+ Support leadership with ad hoc analyses, executive reports, and data for strategic planning.
+ Ensure all reporting aligns with established KPIs, SLAs, and business goals across global contact center operations.
Systems A...
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