ACLIVITI is looking to hire a Senior Data Analyst to lead advanced analytics initiatives focused on contact center performance and customer interaction data to uncover actionable insights, improve customer experience, streamline operations, and support informed business decisions for their clients.
Requirements
- Proficiency with business intelligence and reporting tools such as Power BI, Tableau, or similar platforms.
- Strong SQL and/or Python skills for data extraction, cleaning, and transformation.
- Experience with speech/text analytics or contact intent platforms, including AI-driven and human-captured data.
- Experience with interaction analytics platforms such as Nexidia Analytics, NICE Enlighten, or equivalent.
- Familiarity with major contact center technology platforms like NICE, Genesys, Five9, Amazon Connect, or Cisco.
- Exposure to predictive analytics, forecasting, or machine learning techniques.
Responsibilities
- Lead in-depth analysis of contact center data to uncover trends, patterns, and insights that enhance customer experience and operational efficiency.
- Develop and maintain comprehensive dashboards and reports to visualize key metrics and performance indicators.
- Assist in designing and implementing analytics models, including predictive analytics and forecasting techniques.
- Work closely with technology teams to ensure data quality, integrity, and consistency across platforms.
- Stay current with industry best practices and emerging analytics tools to continuously enhance analytical capabilities.
- Translate complex datasets into clear, strategic recommendations.
- Ensure analytics are effectively integrated into strategic initiatives.
Other
- Minimum of 5 years of experience in data analytics, with at least 3 years focused on contact centers or customer experience analytics.
- Deep understanding of contact center operations and key performance indicators (KPIs).
- Excellent communication skills, capable of translating complex analytics into actionable insights for both technical and non-technical audiences.
- Collaborate with cross-functional teams to understand business needs and translate them into analytical requirements.
- Provide strategic support by delivering data-driven recommendations that influence decision-making and process improvements.
