Source description
About the role
Role:Data Analyst
Location: Charlotte, NC – 4x a week on-site, 1 day remote Duration:12+ months
Must Haves: SQL Python programming language Pandas PowerBI Tableau
Plusses IVR experience
Day to Day Responsibilities/project specifics: The role is within a customer experience team – the team advocates for the customer as related to call center practices. The company is utilizing IVR (interactive voice recognition) to improve their capabilities in predictive calling by making more information available to agents prior to the customer being on the line. Goals are to improve the customer experience in terms of call duration, resolution, etc. This data analyst will be responsible for extracting data utilizing SQL and Pandas (Python programming language) from Exadata to help tell the story of the how their new call center AI technology is performing. This will include responding to ad hoc requests and helping another DA with finding the right data source, pulling the data needed, and building dashboards in Tableau and Power BI. The person should be comfortable discussing with stakeholders including the business and AI bot owners to best respond to requests.
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