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
Top Skills
What We Do
PTP is a consulting firm wholly focused on helping organizations deliver strategic customer experience solutions that drive revenue.
We provide strategy, implementation and support services across the most common Contact Center, CRM and Security technology platforms, and unlike most business consulting firms, we are fast, flexible, and performance-driven.
