Job Descriptions:
- Analyze complex data sets to identify trends, patterns, and insights, providing actionable recommendations to stakeholders
- Create interactive dashboards and visualizations using reporting tools like Tableau, Power BI, or QlikView to enhance data storytelling
- Design and develop tailored reports and dashboards to meet the specific needs of stakeholders, enhancing data accessibility and decision-making.
- Manage and query databases effectively for data extraction and manipulation, ensuring smooth data operations.
- Understand and apply data warehousing concepts in designing and maintaining data warehouses for organizing contact center data.
- Conduct regular data quality checks and validations to ensure data accuracy, completeness, and consistency.
- Develop and implement quality assurance procedures to maintain data integrity and reliability.
Requirements:
- Minimum 1 year experience in the area of Workforce Management and/or Customer Service
- Proficiency in data analysis tools and techniques such as Excel, SQL, Python, or R for data manipulation, cleansing, and analysis
- Ability to interpret complex data sets, identify trends, patterns, and insights, and derive actionable recommendations.
- Familiarity with reporting tools such as Tableau, Power BI, or QlikView for creating interactive dashboards, visualizations, and reports.
- Ability to design and develop custom reports and dashboards tailored to the needs of stakeholders.
- Understanding of database management systems (DBMS) and experience in managing and querying databases for data extraction and manipulation.
- Experience in managing data-related projects from inception to completion, including requirements gathering, planning, execution, and documentation.
- Ability to prioritize tasks, meet deadlines, and coordinate with cross-functional teams to deliver projects on time and within budget.
- High level of attention to detail to ensure accuracy in data collection, analysis, and reporting.
- Ability to identify discrepancies, errors, or anomalies in data and take corrective actions as needed.
