Data Analyst

Job Description

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. Show more Show less