Data Analyst

Company:Global Banking Organization

Key Skills: Data Analyst, Power BI, Power Apps

Roles and Responsibilities:

• Analyze and interpret data from IVR Genesys systems to identify patterns, trends, and actionable insights.
• Design, develop, and maintain dashboards and reports to track key performance indicators (KPIs) for contact center efficiency.
• Work cross-functionally with IT, Marketing, and Customer Service teams to implement data-driven strategies.
• Conduct root cause analysis of service issues and recommend process improvements.
• Use data mining and statistical tools to discover opportunities for automation and optimization.
• Ensure data quality, integrity, and accuracy through regular audits and validation checks.
• Support and train contact center teams in the use of IVR and Genesys reporting tools.
• Collaborate in projects aimed at improving customer experience using Power Apps and process automation.

Skills Required:

• Minimum 7 years of experience working on technology-based projects, with a focus on data analysis in a contact center environment.

Technical Skills:

• Advanced proficiency in data analytics and visualization tools such as Power BI, Power Apps, SQL, and Excel.
• Strong understanding of IVR systems and Genesys contact center technologies.
• Experience using tools like Tableau (optional but a plus).

Other Skills:

• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder collaboration abilities.
• Detail-oriented mindset with a focus on data quality and accuracy.
• Good understanding of customer service workflows and operational KPIs.
• Ability to work both independently and in cross-functional teams.

Preferred Qualifications:

• Familiarity with additional IVR systems or contact center solutions.
• Knowledge of automation, workflow optimization, or low-code platforms.

Education: Bachelor's degree in Computer Science, Information Technology, Data Science, or a related discipline.