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GlowTouch Technologies

Data Analyst

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  • Posted 6 days ago
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Job Description

We are looking for a detail-oriented Data Analyst with strong Tableau experience to support reporting and analytics within a UnifyCX program. This role focuses on delivering actionable insights that improve customer experience (CX), optimize contact center performance, and support client-facing reporting. The analyst will work closely with operations and support teams to translate data into meaningful business insights.

Key Responsibilities

  • Develop and maintain interactive dashboards and reports using Tableau for CX and operational performance
  • Analyze contact center and back-office data (AHT, FCR, CSAT, NPS, SLA, productivity) to identify trends and improvement opportunities
  • Partner with operations, WFM, QA, and clients to gather reporting requirements and deliver insights
  • Translate business questions into data visualizations and actionable recommendations
  • Ensure data accuracy, consistency, and integrity across multiple data sources
  • Automate recurring reports and improve reporting efficiency
  • Support client reporting, business reviews, and performance presentations
  • Perform root cause analysis on performance gaps and service issues
  • Provide ad hoc analysis to support decision-making and operational improvements

Qualifications


  • Bachelor's degree in Data Analytics, Statistics, IT, Business, or related field
  • 2–5+ years of experience in data analysis within a BPO, CX, or shared services environment
  • Strong hands-on experience with Tableau (dashboard design, calculated fields, data blending)
  • Proficiency in Excel and SQL for data extraction and analysis
  • Experience working with contact center metrics and reporting
  • Strong analytical thinking and problem-solving skills
  • Good communication and data storytelling skills, especially for client-facing presentations
  • Ability to manage multiple priorities in a fast-paced, client-driven environment

More Info

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Job ID: 147585181

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