Manager, Contact Center Analytics & Solutions
Tasks
- Align omnichannel service metrics
- Analyze automation and self service initiatives
- Build executive dashboards
- Coach analysts and provide feedback
- Collaborate on analytics requirements for system launches
- Design SQL datasets
- Develop conversational IVR insights
- Improve operational efficiency
- Increase agent productivity
- Lead analytics delivery
- Lead and develop analysts
- Maintain SQL datasets
- Optimize Power BI reporting
- Partner on data migrations and enhancements
- Perform speech analytics
- Provide decision support
- Quantify containment and deflection
- Reduce service minutes
- Support agent assist analytics
- Support cost to serve optimization
- Support end to end customer journey analytics
- Track automation impact
- Translate complex data into business insights
Perks/Benefits
- N/A
Skills/Tech-stack
Agent Assist | Complex Querying | Conversational IVR | DAX | Data Modeling | Data Visualization | Data analytics | Digital Deflection | Intent analysis | Omnichannel | Power BI | SQL | Speech Analytics
Education
N/A
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