Senior Business Data Analyst (Contact Center Analyst)

3 hours, 29 minutes ago
Full-time
Senior
Data Science and Analytics
TTEC Digital

TTEC Digital

TTEC Digital is a global leader in customer service solutions, offering contact center software, customer service technology, and tailored solutions for businesses. With a focus on combining humanity and technology, TTEC Digital pioneers exceptional cu...

Professional Services
1K-5K
Founded 1982

Description

  • Provide data-driven strategic consulting to Fortune 500 clients.
  • Support and deliver client analyses focused on contact center operations and sales.
  • Contribute to analytics projects from inception through delivery, including client communication and presentations.
  • Develop measurement and analytics plans.
  • Create and present analytical deliverables to internal and client teams.
  • Translate business questions into analyses and actionable recommendations.
  • Develop and maintain Standard Operating Procedures and process documentation.
  • Perform documentation governance, including due diligence reviews, change tracking, and records maintenance.
  • Engage cross-functional stakeholders to gather requirements, assess business needs, and recommend solutions.
  • Manage small- to medium-scale projects.

Requirements

  • 5+ years of experience in contact center analytics.
  • Proficiency in SQL query building.
  • Experience interpreting analytical outputs and translating data into strategic recommendations.
  • Experience working with large-scale customer databases, datasets, or tables.
  • Experience with data cleansing and standardization.
  • Knowledge of statistical concepts such as significance testing and sampling.
  • Proficiency with Excel, including PivotTables, and fluent use of PowerPoint.
  • Experience with contact center measurement concepts and KPIs.
  • Experience with telephony systems, healthcare, or IT projects preferred.
  • Working knowledge of multivariate statistics and programming languages such as SAS, Python, or R preferred.
  • Graduate degree in business, economics, or quantitative methods preferred but not required.
  • Proficiency with Power BI or other data visualization tools preferred.
  • Experience with digital transformation or systems integration projects preferred.

Benefits

  • Remote work opportunity, indicated by the #LI-RemotePhilippines listing.
  • TTEC is certified as a Great Place To Work for 2024–2025.
  • Equal opportunity and commitment to a diverse and inclusive workforce.

Interested in this position?

Apply directly on the company website

Apply Now

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