Company:
Atlantic Partners Corporation
Location: Newark
Closing Date: 29/11/2024
Hours: Full Time
Type: Permanent
Job Requirements / Description
Our direct client is seeking a Data Analyst for a 12-month contract opportunity with their Newark, NJ location.
Description:
Data Analyst/BI developer needed to work with Genesys IVR developers to understand how they are tracking the customer journey in the IVR flow to ensure the necessary data points are tracked in the appropriate parts of the flow to ensure that we can later extract the data to understand if the IVR is providing an efficient experience to the caller. If not, candidate needs to be able to identify improvement opportunities, bottle necks, etc. to guide the Genesys IVR dev teams on what enhancements are needed.
Candidate should be experienced in all common contact center processes, KPIs and metrics and be familiar with telephony systems. Should also have working knowledge of BI/Analytics tools (PowerBI/Tableau) for creation of dashboards, reports, etc. in order to be able to clearly socialize analysis. Workforce management experience a plus.
Description:
Data Analyst/BI developer needed to work with Genesys IVR developers to understand how they are tracking the customer journey in the IVR flow to ensure the necessary data points are tracked in the appropriate parts of the flow to ensure that we can later extract the data to understand if the IVR is providing an efficient experience to the caller. If not, candidate needs to be able to identify improvement opportunities, bottle necks, etc. to guide the Genesys IVR dev teams on what enhancements are needed.
Candidate should be experienced in all common contact center processes, KPIs and metrics and be familiar with telephony systems. Should also have working knowledge of BI/Analytics tools (PowerBI/Tableau) for creation of dashboards, reports, etc. in order to be able to clearly socialize analysis. Workforce management experience a plus.
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