Senior Business Data Analyst – Contact Center Analyst
Posted 13 days ago
You'll complete your application on TTEC Digital's career site.
About the Role
This organization specializes in elevating customer experience through a combination of empathetic human interaction and sophisticated technology. By leveraging AI, contact center solutions, and CRM systems, the firm provides digital transformation expertise to a diverse range of global enterprises. The Senior Business Data Analyst serves as a vital consultant for major corporate clients, using data-driven strategies to solve operational problems and achieve measurable business success. You will collaborate with various teams to convert complex inquiries into clear insights, monitoring sales performance and operational efficiency. The position suits an expert who excels at transforming intricate data into persuasive stories that shape organizational direction and enhance user journeys.
Requirements
- Possess a minimum of five years of hands-on experience in contact center analytics, including a thorough knowledge of contact center metrics and KPIs.
- Demonstrate technical expertise in writing SQL queries and performing data cleansing and normalization.
- Show familiarity with managing large customer datasets and applying statistical techniques like significance testing and sampling.
- Exhibit mastery of data visualization and reporting software, specifically advanced Excel skills including Pivot Tables, as well as high proficiency in PowerPoint.
- Maintain strong communication abilities to articulate analytical findings into strategic guidance for various teams.
- A master's degree in economics, business, or a quantitative discipline is preferred, along with prior experience in managing small to mid-sized projects.
- Knowledge of Python, Power BI, SAS, R, telephony platforms, healthcare-specific data, or IT project management is highly valued.
Responsibilities
- Manage and deliver high-value client analyses from the early planning stages to the concluding presentation.
- Create detailed measurement and analytic strategies while drafting necessary process documentation and standard operating procedures.
- Consult with diverse stakeholders to identify business needs, gather requirements, and propose effective solutions.
- Serve as the lead consultant for a healthcare client by providing critical data on contact center performance and sales metrics.
- Handle documentation governance duties, including performing due diligence, managing change records, and maintaining program files.
- Define business objectives, conduct thorough analytical research, and deliver results to internal and external partners with professionalism.
Benefits & Perks
- The company holds the Great Place To Work certification for 2024-2025 and adheres to a policy of providing equal opportunity, fostering a diverse and inclusive professional environment.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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