Interaction Analyst

PURPOSE OF THE FUNCTION

The primary purpose is to harness the full potential of our interaction analytics technology to uncover insights and drive improvements within our contact centre operations. This entails leading the effort to research, analyse, and present actionable opportunities that will enhance efficiency, customer satisfaction, and operational excellence. The Analyst will serve as a crucial bridge between technology capabilities and business objectives, ensuring that data-driven decisions support the strategic goals of the organization.

KEY RESULT AREAS

1. Data & Platform Analytics

• Utilize interaction analytics platforms (e.g., Verint) to analyze customer interactions
• Ensure data accuracy, integrity, and proper configuration across channels
• Integrate multiple data sources to enrich insights

1. Insight Generation

• Identify trends, patterns, and customer sentiments
• Develop KPIs related to customer experience and operations
• Provide insights on agent performance and service quality

1. Recommendations & Business Impact

• Translate data into actionable recommendations
• Identify customer pain points and operational inefficiencies
• Collaborate with Operations, WFM, and ICT teams to implement solutions
• Support training, process improvements, and product enhancements
• Create dashboards, reports, and presentations for stakeholders
• Lead discussions, workshops, and feedback sessions
• Provide ad-hoc analysis for business needs

1. Continuous Improvement

• Identify gaps in processes and recommend improvements
• Monitor effectiveness of implemented solutions
• Promote data-driven decision-making across teams

KNOWLEDGE/EXPERIENCE

• Bachelor's degree in Business, Analytics, Computer Science, Information Technology, or related fields, or a proven track record in work experience.
• English Proficiency, written and spoken, of CEFR level C1, or higher. Additional relevant languages are a plus.
• Minimum of 3 years of experience in analytics, data science, or a related role, preferably within a contact centre or customer service environment
• Proven expertise in using analytics platforms/technology
• Understanding of interaction analytics technology and methodologies
• Proficiency in data analysis tools and software, including SQL, Python, R, or similar, referred
• Experience in visualizing and reporting data insights in leading reporting platforms
• Familiarity with contact centre operations and metrics and understanding of customer service principles and best practices.