Senior Business Data Analyst – Contact Center Analyst

🔥 17 hours ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟠 Senior

📉 Data Analyst

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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TTEC Digital

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

📣 Marketing

🤖 Artificial Intelligence

Consulting • Marketing • Artificial Intelligence

TTEC Digital is a leader in customer experience transformation, combining technology and human empathy to enhance customer interactions. With a focus on artificial intelligence, contact center technology, and customer relationship management, TTEC Digital delivers tailored solutions for mid-market digital transformation. Their comprehensive offerings include data analytics, CX strategy and design, and managed services that optimize customer engagements across various industries.

📋 Description

• Provide data-driven strategic consulting to Fortune 500 clients • Support and deliver client analyses • Contribute to analytically oriented projects from inception to delivery, including client communication, analysis, and packaging/presentation of deliverables • Develop measurement and analytic plans • Develop analytic deliverables and present them to internal and client teams • Author and maintain Standard Operating Procedures and process documentation • Perform documentation governance, including due diligence reviews, change management tracking, and program-record maintenance • Engage cross-functional stakeholders to elicit requirements, evaluate business needs, and deliver solution recommendations through presentations and consultations • Scope, shape, and transform business questions into analyses leading to actionable results • Provide insights on contact center operations and sales for a healthcare client • Present insights and recommendations in clear, confident presentations

🎯 Requirements

• 5+ years of experience in contact center analytics • Proficiency in SQL query building • Ability to interpret analytic output and translate data into insights and strategic recommendations • Experience working with large-scale customer databases, datasets or tables and communicating summarized analytical findings • Experience with data cleansing and standardization • Knowledge of statistical concepts, including significance testing and sampling • Proficiency with Excel, including Pivot Tables • Fluent use of PowerPoint • Ability to manage small to medium scale projects • Knowledge of contact center measurement and KPIs • Experience working with telephony systems is a plus • Experience in healthcare is a plus • Working knowledge of multivariate statistics is a plus • Working knowledge of SAS, Python, or R is a plus • Graduate degree in business, economics, or quantitative methods preferred but not required • Background or experience in IT projects is a plus • Proficiency with Power BI and/or other data visualization tools is a plus • Experience in digital transformation or system integration projects is a plus

🏖️ Benefits

• Great Place To Work 2024-2025 certified employer • Equal opportunity and diverse, inclusive workforce • Full-time employment