Senior Business Data Analyst (Contact Center Analyst)
Summary
Senior analyst in TTEC Digital's Analytics & Insights practice supporting a healthcare client's contact center: mining operational and sales data with SQL, developing measurement plans and KPI insights, and packaging findings into presentations and recommendations, plus writing SOPs and process documentation. Core tools: SQL, Excel, PowerPoint; Python/R/SAS and Power BI are pluses.
TTEC Digital’s Analytics & Insights Practice is looking for a Senior Business Data Analyst to support and deliver a diverse range of analyses and provide value-added contact center consulting. More specifically, this person will help drive strategic thinking and insights for a healthcare client. The role is expected to provide insights on contact center operations and sales.
The Senior Business Data Analyst will bring to TTEC analytics experience, with a solid understanding of contact centers and their specific analytic concepts. An ability to turn data into insights and recommendations is critical. Additionally, knowledge of contact center measurement and KPIs is required. Healthcare experience is a plus.
The ideal candidate will have the ability to think analytically (to mine the data), creatively (to develop analysis ideas), and strategically (to deliver business results for our clients and provide recommendations). The candidate must be able to pull all insights into a crisp, easy to understand presentation, and speak to the results with confidence.
What you’ll be doing:
- Provide data-driven strategic consulting to Fortune 500 clients
- Support and deliver client analyses
- Actively contribute to analytically-oriented projects from inception to delivery, including client communication, analysis, and the packaging / presentation of deliverables
- Develop measurement and analytic plans
- Develop best-in-class analytic deliverables, presenting them to internal team members and the client team
- Author and maintain comprehensive Standard Operating Procedures (SOPs) and process documentation to support operational excellence.
- Perform documentation governance activities, including due diligence reviews, change management tracking, and maintenance of program records.
- Engage cross-functional stakeholders to elicit requirements, evaluate business needs, and deliver solution recommendations through formal presentations and consultations.
- Work with team members and the client team to scope, shape and transform business questions into analyses leading to actionable results
What you’ll bring to us:
- 5+ years of experience in contact center analytics
- Proficiency in SQL query building
- Analytic thinker with a proven ability to interpret analytic output and translate data into insights and strategic recommendations
- Experience working with large-scale customer databases, datasets or tables communicating summarized analytical findings
- Data-cleansing and standardization of data experience
- Knowledge of statistical concepts (e.g., significance testing, sampling, etc.)
- Proficiency with Excel including Pivot Tables and fluent use of PowerPoint
- Manage small to medium scale projects
Skills that are a plus:
- Experience working with telephony systems
- Experience in healthcare
- Working knowledge of multivariate statistics
- Working knowledge of programming languages such as SAS, Python or R
- Graduate degree in business, economics, or quantitative methods preferred but not required
- Background or experience in IT projects
- Proficiency with Power BI and/or other data visualization tools
- Experience in digital transformation or system integration projects
Skills
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