This is a fully remote position, open to applicants in Texas.

• Evaluate caller behavior data from IVR applications utilizing SQL and Microsoft Excel.

• Create and implement tailored Tableau reports to represent caller behavior data, uncover trends, and highlight areas needing enhancement.

• Work alongside both internal and external stakeholders to discover opportunities for enhancing the IVR experience based on analytical insights.

• Cultivate and sustain a comprehensive understanding of IVR application functionalities and user pathways.

• Deliver insights and recommendations based on data to guide design choices and enhance the overall caller experience.

• A Bachelor's degree in Information Systems, Computer Science, Statistics, or a related discipline.

• Over 2 years of experience in data analysis, ideally within an IVR or contact center context.

• Familiarity with Tableau or other business intelligence platforms is highly preferred.

• Strong proficiency in Microsoft Excel and SQL.

• Exceptional analytical and problem-solving abilities.

• Outstanding communication and teamwork skills.

• Knowledge of IVR platforms and technologies (such as Genesys, Avaya, Nuance).

• Understanding of user experience (UX) design principles and human-computer interaction.

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and career advancement.

• Flexible work hours and remote work options.

• Collaborative and inclusive company culture.

Data Analyst

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