Omnichannel Data Optimization Analyst
Core
Analyze call center and IVR data to identify top call drivers, design metrics/dashboards, and provide root-cause insights to optimize self-service efficiency and reduce inbound calls.
Role type
Senior IC data analyst (call center/IVR optimization)
Builds
IVR self-service strategies, performance dashboards, and data integration for AWS migration
Domain
Insurance / Contact Center Operations / Data Analytics
Deliverable
dashboards & analysis
Required skills
Call center analytics, SQL, Power BI, Data measurement techniques, ETL processes, Structured/unstructured data analysis
Preferred skills
Python, IVR analysis, Analytical leadership, Six Sigma, Process improvement methodologies
Technologies
AWS, Snowflake, Power BI, Sierra
Responsibilities
Identify top call drivers for IVR self-service; Design and implement metrics and dashboards for call intents and containment rates; Evaluate IVR performance and provide root-cause insights; Support AWS IVR migration and data integration; Use AI-enabled natural language queries to uncover hidden trends
Seniority
Senior, hands-on IC
