Oct 08, 2021

Call center data / analyst

  • CGI
  • Baltimore, MD, USA

Job Description

Call Center Data/BI Analyst Position Description CGI Federal has an immediate opening for a Call Center Data BI professional who possesses telephonic metric background. The individual should have worked with an IVR, built reports, manipulated data, familiar with trouble shooting telephonic call center data, and preferably someone familiar with the Nuance IVR system and reporting platform (or similar). Work is being conducted remotely during COVID safety measures with eventual return to onsite work once pandemic conditions have passed. **This position is located at the client site in Woodlawn, MD** Your future duties and responsibilities • Leverages subject matter expertise in IVR, call routing and telephony platforms to analyze, design, and develop call center related reporting • Sources, compiles, and interprets data. Analyzes data for accuracy and efficiencies, and effectively communicates analysis output • Understand business requirements in BI context and design data models to transform raw data into meaningful insights • Analyzes data and presents data through reports that aid decision-making • Builds and works with dashboards, queries and data sets for Contact Center teams • Works as part of the BI and Analytics team building data models, developing reporting outputs, dashboard visualizations and ad hoc data needs to provide critical insights that can be used to make sound business decisions • Generates regular and ad-hoc reports on a variety of KPI's and CSC metrics, including daily agent statistics and call type statistics; analyzing data to identify trends, issues, and opportunities • Work with technical users, business analysts, and business owners to understand requirements and identify solutions. Responsible for translating business needs into the development of analytical work products to support BI activities Required qualifications to be successful in this role • Strong background in call center/telephony data such as Interactive Voice Response/IVR, Voice Recognition Unit/VRU, Telephony Integration/CTI, Automatic call Distribution/ACD, Call Recording, Call Routing, Workforce Management, Quality Management, etc. • In depth knowledge on Call Center platform data models and inter dependencies between different systems • Experience as a Business analyst as well as Business Intelligence Architect • Requires deep level knowledge of the telephony applications and platforms such as Avaya, Cisco, Nuance, Verint etc. • Deep knowledge of the KPIs used in Contact Center and an understanding of collecting the data from various data sources • Strong client facing consulting skills • Generating reports using tools such as PowerBI, SSRS, Tableau, and Excel • Knowledge of data extraction, transforming, and loading (ETL) using SSIS • Experience deploying and troubleshooting ETL/SSIS packages and scheduling SQL jobs to run on daily, weekly, monthly basis • Databases: SQL Server, MySQL, PostgreSQL #CGIFederalJob Build your career with us. It is an extraordinary time to be in business. As digital transformation continues to accelerate, CGI is at the center of this change-supporting our clients' digital journeys and offering our professionals exciting career opportunities. At CGI, our success comes from the talent and commitment of our professionals. As one team, we share the challenges and rewards that come from growing our company, which reinforces our culture of ownership. All of our professionals benefit from the value we collectively create. Be part of building one of the largest independent technology and business services firms in the world. Learn more about CGI at www.cgi.com . No unsolicited agency referrals please. CGI is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to their race, ethnicity, ancestry, color, sex, religion, creed, age, national origin, citizenship status, disability, pregnancy, medical condition, military and veteran status, marital status, sexual orientation or perceived sexual orientation, gender, gender identity, and gender expression, familial status, political affiliation, genetic information, or any other legally protected status or characteristics. CGI provides reasonable accommodations to qualified individuals with disabilities. If you need an accommodation to apply for a job in the U.S., please email the CGI U.S. Employment Compliance mailbox at US_Employment_Compliance@cgi.com . You will need to reference the requisition number of the position in which you are interested. Your message will be routed to the appropriate recruiter who will assist you. Please note, this email address is only to be used for those individuals who need an accommodation to apply for a job. Emails for any other reason or those that do not include a requisition number will not be returned . We make it easy to translate military experience and skills! Click here to be directed to our site that is dedicated to veterans and transitioning service members. All CGI offers of employment in the U.S. are contingent upon the ability to successfully complete a background investigation. Background investigation components can vary dependent upon specific assignment and/or level of US government security clearance held. CGI will consider for employment qualified applicants with arrests and conviction records in accordance with all local regulations and ordinances. CGI will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with CGI's legal duty to furnish information. Skills SQL Server