Analytics Specialist
2 weeks ago
Purpose
The Analytics Specialist is responsible for analyzing operational data, identifying trends, and providing actionable insights to improve efficiency, customer experience, and overall performance within the contact center. This role supports decision-making through accurate reporting, forecasting, and data-driven recommendations.
- Collect, analyze, and interpret contact center data (call volumes, handle times, service levels, agent performance).
- Develop and maintain dashboards and reports for leadership and operational teams.
- Monitor KPI's to identify variables and trends outside the norm and provide insights and solutions to the business
- Identify process improvement opportunities through trend analysis and predictive modeling.
- Collaborate with operations, workforce management, and quality teams to drive performance improvements.
- Ensure data accuracy and integrity across reporting systems.
- Support strategic initiatives with data-driven recommendations.
- Conduct call disposition and call-type analysis to identify trends, root causes of volume spikes, and recurring customer issues across accounts
The above statements describe the general nature and level of work being performed. This is not intended to be an exhaustive list of all responsibilities and duties required.
QualificationsQUALIFICATIONS
- Bachelor's degree in Data Analytics, Business, Statistics, or related field preferred
- 2+ years of experience in contact center analytics or similar environment.
- Able to leverage AI tools and concepts (machine learning, NLP, predictive analytics) to interpret insights, enhance decision-making, and apply AI ethically
- Proficiency in data visualization tools and Excel.
- Strong analytical and problem-solving skills.
- Knowledge of contact centre metrics and workforce management principles.
- Familiarity with SQL or other data query languages is an asset.
Cloud5 Communications is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.
We will never request a fee or payment from candidates. Please do not provide any personal or financial information to anyone you suspect of recruitment fraud.
How to Identify Recruitment Fraud:
- You receive a message on WhatsApp or another online messaging platform
- You are asked to provide a fee or payment (we will NEVER request payment from candidates)
- Our email communication will only ever come from a domain or domain
- We will never contact you through Gmail or any other free online mail service
- Cross reference the recruiter's name and contact information on LinkedIn or by contacting
- If you are still unsure call
Cloud5 is the leading communications technology and services provider to customer- centric brands across the Americas. The company's fast, reliable Internet solutions and flexible voice systems enhance the guest experience and resident satisfaction at more than 5,000 hotels, MDUs, and commercial facilities. Cloud5's award-winning Contact Center combines innovation with skilled, highly-tenured agents to deliver sales and service that add value across any channel. The company's 24/7 Managed Services Division provides outsourced technical strategy, management and monitoring to help customers control operating costs and free up internal resources.
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