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
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