Data Analyst - Junior Level . (Remote)

The Data Analyst will be responsible for analyzing, specifying, validating, and documenting past, current and future trends, within a variety of areas in the Customer Care Professional Services areas. The Data Analyst will work with the Customer Care team to understand any data needed in order to work with the customer in the Account Management or New Business Life Cycle. The Data Analyst will also be involved in all steps of a project lifecycle, providing statistics for the specific areas and workstreams within Customer Care Professional Services Organization.
When you join our team, you’ll receive many perks, such as:

• 401K match
• Bring Your Own PC Policy
• Health, dental & vision insurance
• Casual dress
• Remote Work From Home
• Funded training and certifications
• Cell phone reimbursement
• Paid holidays, vacation and sick time

Responsibilities

• Analyze, calculate and document/present recommendations for improvement in our Customer data in all areas including but not limited to:
• Contact Center Statistics
• AI/Bot Data/Statistics
• IVA data

Enabling Excellence in Communication and Technology

• Resource Metrics
• Support Department Metrics
• Project Metrics
• Support Agreement Metrics
• Participate in all areas of process improvement including but not limited to:
• Analyze, calculate and document/present recommendations for improvement in all for our Customer Care including but not limited to:

Identifying project metrics based on deliverables

• Present future trending and projections for Customer Care
• Analyzing data for IVA
• The Data Analyst must have experience in all aspects of Customer Care. Among these aspects would be:
• Contact Center statistics such as Work Force Management
• Standard Contact Center statistics used for managing Contact Centers such as
• Report, analyze and document project and support agreement trending

Average Handle Time, Estimated Wait time etc.

• Build processes to extract data so that reports can be generated based on said data
• Develop a strong understanding of the products that our leverages in its product/services portfolio
• Collaborate with Engineers, Project Managers and PSO Management
• Work with customers and Engineers to identify reporting needs
• Ability to administer workshops with the Business and IT teams
• Work with Project Managers to identify, analyze, and report project statistics
• Work with the Director of Customer Care to identify, analyze, and report budgetary statistics
• Work with Account Managers to gather, analyze, and report statistics needed
• Work with Support Managers to identify, analyze, report support agreement statistics
• Work with customers and ngineers to identify data sources to extract data to be used in reports