Generate, analyze, and interpret contact center performance data using Power BI and Microsoft Applications for internal stakeholders and senior management.
Ensure data accuracy and integrity across various systems, including data extraction and reporting from platforms like Genesys, Otolink, Keyloop, Microsoft Applications, Nanosoft, Yardi, Karix, and Konnect Insights.
Design and manage reporting templates and dashboards to align with KPIs and Contact Center operational goals.
Collaborate with CS & S Manager and Customer Quality Officer to improve reporting standards, data collection methods, and analysis techniques.
Provide actionable insights from data analysis to enhance contact center operations and customer experience.
Manage end-user access and permissions for data platforms to ensure security and data integrity.
Monitor reporting platforms for seamless data flow and on-time report delivery.
Develop data collection strategies to support CRM campaigns and data-driven decision-making.
Create digital campaigns in Genesys contact center platform and report the campaign results.
Assist CS &S Manager in managing the contact center operation in coordination with CC supervisor.
Requirements
Bachelor’s degree in information management, Computer Science, or equivalent degree
2 - 3 years’ experience in business intelligence; 2-4 years’ experience in contact center as call agent &/or team leader &/or supervisor managing multiple channels/processes 3. Analytical skills, the ability to analyze large data sets
Ability to analyze, research or query data
Ability to present, interpret, discuss or write about the conclusions, inferences and results gained from researching data
Ability to analyze data in Excel, prepare Excel spreadsheets or PowerBI
Excellent time management
Maintain production and quality standards.
Punctuality and efficiency, with the ability to prioritize
Strong knowledge in Genesys PureCloud contact center platform.
Ability to create Powerbi workspace and connect datasets from external applications/platforms.
Benefits
Employment Visa
Paid Annual Leave
Medical Insurance for self & dependents
Return air ticket every two years for self & 3 dependents
Company T&Cs Apply
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