Senior Business Data Analyst (Contact Center Analyst)
在 TTEC 数字，我们培训客户确保他们的员工感到有价值和得到充分支持，因为一个令人惊叹的客户体验是员工第一流程。我们的愿景是一样的，员工知道他们可以壮成长的地方.TTEC 数字分析与见解实践正在寻找一名高级商业数据分析师来支持并提供各种分析，并提供增值联系中心咨询。更具体地说，这个人将帮助推动医疗保健客户的战略思维和见解。该角色预计为接触中心运营和销售提供见解。高级商业数据分析师将为 TTEC 带来分析经验，并有着对接触中心及其具体的分析概念的坚实的理解。把数据转化成见解和建议的能力至关重要。此外，需要了解联系中心测量和 KPI 知识。医疗保健体验是个优势。理想的候选人将能够进行分析 （挖掘数据）,创造性 （开发分析想法）和战略思考 （为客户提供业务结果和推）.候选人必须能够将所有见解融入一个清晰，易于理解的演示中，并自信地谈论结果。网易集团公司和其1800多名员工，开拓者参与与增长解决方案，推动了卓越的客户体验 (CX).我们的姐妹公司 TTEC Engage 是一家60,000多名员事服务公司，拥有全球各地的客户服务代表。TTEC Holdings Inc 是数字和互动两者的母公司。当客户有整体需求时，他们可以从这些独立管理的卓越中心中获取优秀，TTEC Digital 和 TTEC Engage.我们也很高兴分享 TTEC 获得2024-2025年基于14个国家的杰出员工经验的伟大工作场所认证。TTEC 是一个自豪的平等机会雇主，所有合格申请者将得到不论年龄，种族，颜色，宗教，性别，性取向，性别身份，民族起源，残疾等方面的考虑.TTEC 已经完全接受并致力于扩大我们的多样化和包容性的劳动力。我们努力反映我们服务的社区，同时提供令人惊叹的服务和技术以人类为中心。很少有申请人满足所有所需的工作资格，所以如果你觉得你会成功
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At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.
TTEC Digital’s Analytics & Insights Practice is looking for a Senior Business Data Analyst to support and deliver a diverse range of analyses and provide value-added contact center consulting. More specifically, this person will help drive strategic thinking and insights for a healthcare client. The role is expected to provide insights on contact center operations and sales.
The Senior Business Data Analyst will bring to TTEC analytics experience, with a solid understanding of contact centers and their specific analytic concepts. An ability to turn data into insights and recommendations is critical. Additionally, knowledge of contact center measurement and KPIs is required. Healthcare experience is a plus.
The ideal candidate will have the ability to think analytically (to mine the data), creatively (to develop analysis ideas), and strategically (to deliver business results for our clients and provide recommendations). The candidate must be able to pull all insights into a crisp, easy to understand presentation, and speak to the results with confidence.
About Us
TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.
We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.
TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.
Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.
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What you’ll be doing:
- Provide data-driven strategic consulting to Fortune 500 clients
- Support and deliver client analyses
- Actively contribute to analytically-oriented projects from inception to delivery, including client communication, analysis, and the packaging / presentation of deliverables
- Develop measurement and analytic plans
- Develop best-in-class analytic deliverables, presenting them to internal team members and the client team
- Author and maintain comprehensive Standard Operating Procedures (SOPs) and process documentation to support operational excellence.
- Perform documentation governance activities, including due diligence reviews, change management tracking, and maintenance of program records.
- Engage cross-functional stakeholders to elicit requirements, evaluate business needs, and deliver solution recommendations through formal presentations and consultations.
- Work with team members and the client team to scope, shape and transform business questions into analyses leading to actionable results
What you’ll bring to us:
- 5+ years of experience in contact center analytics
- Proficiency in SQL query building
- Analytic thinker with a proven ability to interpret analytic output and translate data into insights and strategic recommendations
- Experience working with large-scale customer databases, datasets or tables communicating summarized analytical findings
- Data-cleansing and standardization of data experience
- Knowledge of statistical concepts (e.g., significance testing, sampling, etc.)
- Proficiency with Excel including Pivot Tables and fluent use of PowerPoint
- Manage small to medium scale projects
Skills that are a plus:
- Experience working with telephony systems
- Experience in healthcare
- Working knowledge of multivariate statistics
- Working knowledge of programming languages such as SAS, Python or R
- Graduate degree in business, economics, or quantitative methods preferred but not required
- Background or experience in IT projects
- Proficiency with Power BI and/or other data visualization tools
- Experience in digital transformation or system integration projects