NRG is seeking to lead data-driven decision-making through advanced analytics, artificial intelligence, and machine learning solutions to extract insights from complex datasets and support the deployment of AI-powered tools for call center operations.
Requirements
- Proficiency in Power BI for dashboard creation and data visualization.
- Strong knowledge of Python, R, SQL, Excel, and other data manipulation tools.
- Experience working with call center technologies and metrics (e.g., AHT, CSAT, FCR, containment).
- Familiarity with AI technologies such as chatbots, NLP, and machine learning.
- Experience with cloud-based data platforms (e.g., Azure, AWS).
- Knowledge of statistical analysis and predictive modeling.
- Certification in data analytics or business intelligence tools is a plus.
Responsibilities
- Monitor and evaluate the impact of AI technologies on call center performance, including containment, deflection, customer satisfaction, and agent productivity.
- Develop and maintain dashboards and reports using Power BI to visualize key performance indicators (KPIs) and trends.
- Analyze large datasets from multiple sources (e.g., CRM, IVR, chatbots, call logs) to identify opportunities for improvement and validate AI outcomes.
- Data Analysis & Insights: Gather, clean, and analyze large datasets to uncover trends, patterns, and actionable insights.
- Leverage AI tools (e.g., natural language processing, computer vision, generative AI) to solve real-world problems.
- Collaborate with cross-functional teams to interpret data and recommend enhancements to AI tools and processes.
- Deliver clear, concise, and actionable insights to stakeholders at all levels, including executive summaries and deep-dive analyses.
Other
- Bachelor’s (required) in Data Science, Computer Science, Statistics, Mathematics, Business Intelligence, or a related field (Master’s preferred).
- 3+ years of experience in data analytics, preferably in a call center or customer service environment.
- Ability to translate complex data into clear business insights.
- Excellent communication and collaboration skills.
- EOE AA M/F/Vet/Disability.
