Job Description

• Hyderabad, Telangana, India

About IntouchCX

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.

To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs

About The Job

We are revolutionizing the way people perceive customer service, and we require your assistance! We are currently seeking a Data Analyst who will be responsible for analyzing and reporting on operational data in an effort to enhance program performance visibility. This role will also contribute to various projects and perform ad-hoc analyses to provide timely information and support for strategic decision-making.

As Data Analyst, You Will…

• Continuously monitor and evaluate data to identify areas for improvement or optimization
• Identify patterns and trends in data to inform business decisions
• Collect and organize large sets of data from various sources.
• Analyze and interpret data using statistical methods and software
• Stay up-to-date with industry trends and advancements in data analysis techniques
• Develop and maintain databases and data systems to ensure accuracy and efficiency
• Create reports and visualizations to communicate findings and insights to stakeholders
• Collaborate with cross-functional teams to drive data-driven decision making

As Data Analyst, You Have…

• A bachelor’s degree in a field such as Mathematics, Statistics, or Computer Science is preferred
• The ideal candidate will have a minimum of 3 years of experience in an analyst role, preferably within a contact center environment
• Experience in data analysis, data management, and reporting is required
• Experience with maintaining and developing reporting tools is highly desirable
• Strong proficiency in Excel and G-Suite applications, including Google Sheets, Docs, and Slides
• Proficiency in fine-tuning data queries. Strong SQL skills and knowledge of SQL queries/SQL Server Integration Services (SSIS) are required
• Familiarity with Dimensional Modeling design principles is a plus. Knowledge of data warehousing concepts and ETL processes is highly desirable
• Strong analytical skills to be able to analyze complex data sets and draw meaningful insights from them
• Knowledge of statistical methods and tools to build predictive models and perform statistical analysis
• Excellent communication skills to be able to present findings and insights to stakeholders in a clear and concise manner
• Attention to detail to ensure accuracy in data analysis and reporting
• Ability to work with large data sets and databases
• Knowledge of data visualization tools such Power BI to create visual representations of data
• Understanding of business operations and objectives to align data analysis with business goals
• Flexibility and adaptability to work in a fast-paced and constantly changing environment
• Continuous learning and upskilling to stay up-to-date with the latest tools and technologies in the field of data analysis