Data Analyst - Junior Level . (Remote)

Job Description

The Data Analyst will be responsible for analyzing, specifying, validating, and documenting past, current and future trends, within a variety of areas in the Customer Care Professional Services areas. The Data Analyst will work with the Customer Care team to understand any data needed in order to work with the customer in the Account Management or New Business Life Cycle. The Data Analyst will also be involved in all steps of a project lifecycle, providing statistics for the specific areas and workstreams within Customer Care Professional Services Organization.

When you join our team, you’ll receive many perks, such as:

• Paid holidays, vacation and sick time
• Remote Work From Home
• Bring Your Own PC Policy
• Cell phone reimbursement
• Casual dress
• Funded training and certifications
• Health, dental & vision insurance
• 401K match
• 
  

RESPONSIBILITIES:

• Analyze, calculate and document/present recommendations for improvement in our Customer data in all areas including but not limited to:
• IVA data
• Contact Center Statistics
• AI/Bot Data/Statistics
• 
  

Enabling Excellence in Communication and Technology

• Analyze, calculate and document/present recommendations for improvement in all for our Customer Care including but not limited to:
• Project Metrics
• Support Agreement Metrics
• Support Department Metrics
• Resource Metrics
• Participate in all areas of process improvement including but not limited to:
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o Identifying project metrics based on deliverables

• Report, analyze and document project and support agreement trending
• Present future trending and projections for Customer Care
• The Data Analyst must have experience in all aspects of Customer Care. Among these aspects would be:
• Analyzing data for IVA
• Contact Center statistics such as Work Force Management
• Standard Contact Center statistics used for managing Contact Centers such as
• 
  

Average Handle Time, Estimated Wait time etc.

• Work with Project Managers to identify, analyze, and report project statistics
• Work with Support Managers to identify, analyze, report support agreement statistics
• Work with the Director of Customer Care to identify, analyze, and report budgetary statistics
• Work with Account Managers to gather, analyze, and report statistics needed
• Work with customers and Engineers to identify reporting needs
• Work with customers and ngineers to identify data sources to extract data to be used in reports
• Build processes to extract data so that reports can be generated based on said data
• Ability to administer workshops with the Business and IT teams
• Collaborate with Engineers, Project Managers and PSO Management
• Develop a strong understanding of the products that our leverages in its product/services portfolio

Skills