Senior Business Data Analyst (Contact Center Analyst)
New
T
TTEC DigitalContact center analytics
Listing location: ManilaFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 5+ years of experience in contact center analytics
- Required Skills
- Project ManagementSQLMicrosoft ExcelData visualizationPowerPoint
Requirements
- Have 5+ years of experience in contact center analytics.
- Demonstrate proficiency in SQL query building.
- Interpret analytic output and translate data into insights and strategic recommendations.
- Have experience working with large-scale customer databases, datasets, or tables and communicating summarized findings.
- Have experience with data cleansing and standardization.
- Know statistical concepts such as significance testing and sampling.
- Be proficient with Excel, including Pivot Tables, and fluent in PowerPoint.
- Be able to manage small- to medium-scale projects.
- Healthcare experience is a plus.
- Experience with telephony systems is a plus.
- Working knowledge of multivariate statistics or programming languages such as SAS, Python, or R is a plus.
- A graduate degree in business, economics, or quantitative methods is preferred but not required.
- Experience with IT projects, Power BI or other data visualization tools, digital transformation, or system integration projects is a plus.
Responsibilities
- Provide data-driven strategic consulting to Fortune 500 clients.
- Support and deliver client analyses.
- Contribute to analytically oriented projects from inception to delivery, including client communication, analysis, and presentation of deliverables.
- Develop measurement and analytic plans.
- Present analytic deliverables to internal team members and the client team.
- Author and maintain Standard Operating Procedures and process documentation.
- Conduct documentation governance, including due diligence reviews, change management tracking, and program-record maintenance.
- Engage cross-functional stakeholders to elicit requirements, evaluate business needs, and recommend solutions through presentations and consultations.
- Transform business questions into analyses that produce actionable results.
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