Technology Analyst

Job Description:

Responsiblites:

• Design, develop, and update reports, Power BI dashboards, and spreadsheets to track various performance metrics
• Analyze data to report on trends and communicate insights to leadership
• Maintain monthly agent and supervisor report cards; enhance and migrate to new systems as needed
• Provide support for departmental reports that track performance for the leadership team
• Produce routine and ad hoc reports to meet request for Customer Service related data.

Requirments:

• Bachelor’s degree in Business, Computer Science, Data Science, Mathematics, Statistics, Finance or a related field preferred.
• Working knowledge of Verint or Avaya call center workforce applications a plus
• Experience with database applications, datamarts, Microsoft .
• Solid analytical/quantitative abilities and skills; must be able to analyze data and trends independently.

Key Skills:

• Knowledge of databases, system security and troubleshooting.
• Understanding of business practices.
• Excellent communication skills.
• Analytical mindset.
• Problem-solving aptitude.