Analyze IVR caller behavior using SQL and Excel, build Tableau reports to visualize trends, collaborate with stakeholders to improve IVR user flows, and provide data-driven recommendations to enhance caller experience.
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 Microsoft 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 Microsoft 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
Similar Jobs
Artificial Intelligence • Big Data • Healthtech • Information Technology • Machine Learning • Software • Analytics
Analyze and model provider audit data, design and optimize relational database architectures, extract/transform/validate data, produce dashboards and reports, present insights to stakeholders, and drive data quality and process improvements.
Top Skills:
MySQLOraclePythonRSQLSQL Server
Cloud • Computer Vision • Information Technology • Sales • Security • Cybersecurity
The Senior Analyst will manage eDiscovery matters, collaborate with teams, develop AI tools, and ensure compliance in legal data processes.
Top Skills:
Ai ToolsEdiscovery TechnologyRelativityone
Healthtech • Biotech • Pharmaceutical • Manufacturing
Lead commercial analytics and AI enablement for DePuy Synthes: build governed customer datasets and KPI frameworks, improve data quality, prototype GenAI commercial use cases with guardrails, partner with cross-functional stakeholders, and mentor analysts on SQL, reproducibility, and analytics best practices.
Top Skills:
Alteryx DesignerAWSDatabricksGenerative AiMarketing CloudMovemedicalPower BIRedshiftReltioSalesforce Life Science CloudSAPSnowflakeSQLTableauTableau Server
What you need to know about the Los Angeles Tech Scene
Los Angeles is a global leader in entertainment, so it’s no surprise that many of the biggest players in streaming, digital media and game development call the city home. But the city boasts plenty of non-entertainment innovation as well, with tech companies spanning verticals like AI, fintech, e-commerce and biotech. With major universities like Caltech, UCLA, USC and the nearby UC Irvine, the city has a steady supply of top-flight tech and engineering talent — not counting the graduates flocking to Los Angeles from across the world to enjoy its beaches, culture and year-round temperate climate.
Key Facts About Los Angeles Tech
- Number of Tech Workers: 375,800; 5.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Snap, Netflix, SpaceX, Disney, Google
- Key Industries: Artificial intelligence, adtech, media, software, game development
- Funding Landscape: $11.6 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Strong Ventures, Fifth Wall, Upfront Ventures, Mucker Capital, Kittyhawk Ventures
- Research Centers and Universities: California Institute of Technology, UCLA, University of Southern California, UC Irvine, Pepperdine, California Institute for Immunology and Immunotherapy, Center for Quantum Science and Engineering
