Analytics Specialist

Description

Purpose

The Analytics Specialist is responsible for analyzing operational data identifying trends and providing actionable insights to improve efficiency customer experience and overall performance within the contact center. This role supports decision-making through accurate reporting forecasting and data-driven recommendations.

• Collect analyze and interpret contact center data (call volumes handle times service levels agent performance).
• Develop and maintain dashboards and reports for leadership and operational teams.
• Monitor KPIs to identify variables and trends outside the norm and provide insights and solutions to the business
• Identify process improvement opportunities through trend analysis and predictive modeling.
• Collaborate with operations workforce management and quality teams to drive performance improvements.
• Ensure data accuracy and integrity across reporting systems.
• Support strategic initiatives with data-driven recommendations.
• Conduct call disposition and call-type analysis to identify trends root causes of volume spikes and recurring customer issues across accounts

The above statements describe the general nature and level of work being performed. This is not intended to be an exhaustive list of all responsibilities and duties required.

Qualifications

QUALIFICATIONS

Cloud5 Communications is an equal opportunity employer and makes employment decisions without regard to race color religion sex sexual orientation gender identity national origin veteran status disability status age or any other status protected by law.

We will never request a fee or payment from candidates. Please do not provide any personal or financial information to anyone you suspect of recruitment fraud.

How to Identify Recruitment Fraud :

Cloud5 is the leading communications technology and services provider to customer- centric brands across the Americas. The companys fast reliable Internet solutions and flexible voice systems enhance the guest experience and resident satisfaction at more than 5000 hotels MDUs and commercial facilities. Cloud5s award-winning Contact Center combines innovation with skilled highly-tenured agents to deliver sales and service that add value across any channel. The companys 24 / 7 Managed Services Division provides outsourced technical strategy management and monitoring to help customers control operating costs and free up internal resources.

Required Experience :

IC

Key Skills

Adobe Analytics,Data Analytics,SQL,Attribution Modeling,Power BI,R,Regression Analysis,Data Visualization,Tableau,Data Mining,SAS,Analytics

Employment Type : Full Time

Experience : years

Vacancy : 1