Job Description
PTP is a fast-growing system integrator that offers strategic Customer Experience (CX) solutions to our clients. We are looking for a Data Analyst to help us design and deliver CX solutions that provide our clients with a beautiful customer journey that achieves results. At PTP we value aptitude and creativity as well as experience. We are a diverse organization and are looking for bright, passionate and committed professionals who strive to be the best at what they do. Responsibilities • Analyze caller behavior data from IVR applications using SQL and bolthires Excel • Design and develop custom Tableau reports to visualize caller behavior data, identify trends and areas for improvement • Collaborate with internal and external stakeholders to identify opportunities for improving the IVR experience based on analysis findings • Develop and maintain a deep understanding of IVR application functionality and user flows • Provide data-driven insights and recommendations to inform design decisions and improve overall caller experience Requirements • Bachelor's degree in Information Systems, Computer Science, Statistics, or related field • 2+ years of experience in data analysis, preferably in an IVR or contact center environment • Experience with Tableau or other business intelligence tools is highly desirable • Proficiency in bolthires Excel and SQL • Strong analytical and problem-solving skills • Excellent communication and collaboration skills Desired Experience • Familiarity with IVR platforms and technologies (e.g., Genesys, Avaya, Nuance) • Knowledge of user experience (UX) design principles and human-computer interaction Apply tot his job