· Data Analysis & Reporting:

· Collect, analyze, and interpret data from various data sources to generate actionable insights.

· Develop and maintain reports and dashboards to track business metrics such as average handle time (AHT), agent adoption, and expense reduction.

· Identify trends, patterns, and areas of improvement to support data-driven decision-making.

· Present findings and recommendations for process optimization and automation.

· Feature Validation and Testing:

· Validate and test newly developed digital features to ensure functionality, usability, and alignment with operational workflows.

· Track issues and collaborate with IT teams to ensure fixes and improvements are implemented effectively.

· Support post-launch monitoring of new features to assess adoption and effectiveness

· Collaboration & Process Improvement:

· Partner with IT teams, product owners, and business stakeholders to ensure data accuracy and proper system functionality.

· Support cross-functional teams in implementing new reporting capabilities and process optimizations.

· Assist in data governance and quality assurance efforts to maintain the integrity of reporting data.

Continuously seek opportunities to improve reporting processes and automate data extraction where possible.

Qualifications--

Required Qualifications:

• Education:
  • Bachelor’s degree or equivalent experience in a relevant field such as business, analytics, data, or a related discipline.
• Experience:
  • 2+ years of experience in data analysis, business intelligence, or reporting.
  • Hands-on experience with reporting and dashboards, including data extraction and manipulation.
  • Working knowledge of data warehouse concepts and how data flows between systems.
  • Experience in validating and testing new system features, including identifying issues, documenting findings, and collaborating on fixes
• Analytical & Business Skills:
  • Proficiency in Microsoft Office (pivot tables, advanced formulas, macros, etc.).
  • Strong problem-solving and critical-thinking skills, with the ability to interpret complex data sets and provide actionable recommendations.
  • Ability to identify trends and patterns to support business decisions
  • Detail-oriented mindset with a strong sense of curiosity for uncovering process inefficiencies.
• Soft Skills & Collaboration:
  • Excellent communication skills and storytelling skills, with the ability to present data-driven insights to both technical and non-technical stakeholders.
  • Experience working cross-functionally with IT, product teams, and business units to drive data-informed decisions
  • Comfortable in a fast-paced, evolving environment, with the ability to manage multiple priorities effectively.

Education, Certifications and Experience: Preferred

• Experience working on technology systems, IVR systems, Salesforce CRM, or other customer engagement platforms.
• Familiarity with Agile methodologies, including collaboration with product owners and development teams to implement new features.
• Understanding of APIs and system integrations, including how data flows between platforms.
• Experience analyzing contact center metrics such as AHT, agent adoption, containment, and expense reduction.
• Exposure to cloud-based data platforms and modern business intelligence tools.
• Experience with Salesforce or similar CRM platforms