Contact Center - Data Analyst (US Shift)

As a Contact Center - Data Analyst at our company, your primary responsibilities include creating and managing Genesys reporting, analyzing caller behavior data, and facilitating data-driven decision-making. You'll also design custom reports in Tableau or Power BI, collaborate with stakeholders to improve IVR experiences, and maintain contact center data models.

To qualify for the Contact Center - Data Analyst role at our company, you should have a degree in Information Systems, Computer Science, Statistics, or a related field. Additionally, you need at least 5 years of experience in a contact center support environment, with strong recent experience on the Genesys cloud CX platform, along with proficiency in Tableau, Power BI, SQL, and Microsoft Excel.

In the role of Contact Center - Data Analyst, you will utilize various tools including Genesys for data analysis, along with Tableau and Power BI for creating data visualizations. Proficiency in Microsoft Excel and SQL will also be essential for analyzing data and making recommendations based on findings.

The Contact Center - Data Analyst plays a crucial role in improving customer experience by analyzing data to recommend necessary changes in contact center operations. By providing insights based on caller behavior and IVR application performance, you will inform design decisions that enhance the user experience and overall customer satisfaction.

Data modeling is vital in the Contact Center - Data Analyst role, as it ensures the accuracy and scalability of data used for reporting and analytics. By maintaining and enhancing contact center data models, you help ensure alignment with operational needs, supporting efficient workflows and process improvements.

In preparing for this question, discuss specific projects where you've utilized the Genesys cloud CX platform, highlighting how you've leveraged its features to analyze data and improve contact center performance. Mention any challenges you faced and how you overcame them, showcasing your problem-solving skills.

When answering this question, describe your methodology for data analysis, including how you collect, filter, and synthesize data. Share specific examples of how your analysis led to actionable insights that improved operations or enhanced customer experience, emphasizing the impact of your recommendations.

Discuss your experience with tools like Tableau and Power BI, emphasizing your decision-making process based on the project's needs, data complexity, and the audience for the reports. Share a specific example of a report you created and the outcomes it generated for your team or stakeholders.

When responding to this question, recount a specific instance where your analysis prompted stakeholders to enact changes. Detail your communication approach, how you presented your data findings, and the subsequent impact on the project or operational improvement.

Emphasize your diligence in implementing data validation processes, performing regular audits, and collaborating with IT to monitor data quality. Explain how you handle discrepancies and your commitment to maintaining high levels of data integrity throughout your projects.

You should discuss your preferred visualization methods and tools, emphasizing your understanding of audience needs and the goals of the data presented. Share specific successes where your visualizations helped stakeholders understand complex data and facilitated impactful decisions.

In your answer, highlight your experience using historical data to project future performance metrics. Discuss any specific forecasting models you've employed and how they informed resource planning or strategy development within the contact center.

Here, you should articulate your familiarity with IVR systems, detailing how they function and the significance of user flows in providing intuitive caller experiences. Mention any specific contributions you've made to improve IVR outcomes based on your analysis.

Discuss your commitment to professional development through ongoing learning, such as attending webinars, participating in workshops, or following industry publications. Highlight how staying informed enhances your work and informs your practices as a Contact Center - Data Analyst.

When addressing this question, share your insights into key performance indicators such as average handle time, first call resolution rates, and customer satisfaction scores. Explain how these metrics intertwine to provide a complete picture of contact center success and areas for improvement.