Contact Center Data & Systems Analyst

Data Analysis & Reporting

• Extract, analyze, and interpret large data sets from contact center platforms (e.g., Genesys Cloud, Amazon Connect, CRM, WFM) to track key metrics such as ASA, AHT, SLA compliance, and agent utilization.
• Analyze reason-for-contact trends and customer survey results (CSAT, NPS, CES) to identify recurring issues, process gaps, and opportunities to enhance customer experience.
• Design, maintain, and automate dashboards and reports to visualize performance trends, forecast staffing needs, and identify operational gaps.
• Provide data-driven insights and recommendations to improve efficiency, staffing alignment, and customer experience.
• Support leadership with ad hoc analyses, executive reports, and data for strategic planning.
• Ensure all reporting aligns with established KPIs, SLAs, and business goals across global contact center operations.

Systems Administration & Support

• Serve as the system administrator and primary point of contact for contact center technologies, including configurations, permissions, integrations, and troubleshooting.
• Administer all Customer Service business systems user accounts and provide end-user support.
• Perform user acceptance testing (UAT), identify and track bugs, and coordinate resolution with technical teams and vendors.
• Manage integration testing, data validation, and configuration changes across connected systems.
• Continuously evaluate and improve contact center systems and tools to enhance functionality, reporting accuracy, and user experience.
• Maintain and document data sources, definitions, and system standards to ensure transparency, data accuracy, and reporting consistency.

Process Improvement & Cross-Functional Collaboration

• Partner with Workforce Management, IT, Product Management, and Business Intelligence to enhance forecasting accuracy, data quality, and operational visibility.
• Lead and support process-improvement initiatives using data analysis and automation opportunities to streamline workflows.
• Facilitate user group meetings, training sessions, and feedback discussions to ensure systems meet evolving business needs.
• Collaborate with IT and CX teams to analyze IVR data, identify call routing or containment opportunities, and optimize menu logic to improve self-service resolution rates.
• Manage multiple projects and competing deadlines to minimize operational impact and maintain service continuity.
• Facilitates user group meetings, feedback sessions, software demonstrations, and training.
• Collaborate with internal stakeholders and vendors to evaluate and implement system enhancements or upgrades.

Other Responsibilities

Perform additional tasks or special projects as assigned to support operational goals and continuous improvement.

Online retailer specializing in computer hardware and consumer electronics.