Job Description
We are seeking an experienced Contact Center Communication Analyst to join our dynamic team at Travel + Leisure Co. In this pivotal role, you will serve as the bridge between customer interactions and data-driven decision-making. If you have a passion for uncovering actionable insights from complex datasets and a knack for clear communication, we want to hear from you.
As the primary data analyst for our contact center operations, you will leverage your expertise in SQL and Business Intelligence (BI) tools to monitor performance, identify trends, and recommend strategic improvements. Your work will directly impact our ability to deliver exceptional guest experiences by optimizing communication channels and streamlining processes.
Responsibilities
- Develop and maintain SQL queries and databases to extract, clean, and analyze contact center performance data efficiently.
- Create interactive dashboards and visual reports using BI tools (e.g., Tableau, PowerBI) to track key performance indicators (KPIs) such as CSAT, AHT, and FCR.
- Conduct deep-dive analyses on communication trends to identify root causes of customer issues and operational inefficiencies.
- Collaborate closely with QA teams and operations managers to implement data-driven quality assurance programs.
- Present complex data findings to non-technical stakeholders in a clear, concise, and actionable manner.
- Ensure data integrity and accuracy across all reporting systems and databases.
- Propose process improvements based on analytical insights to enhance the overall customer journey.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, Business Analytics, or a related field.
- Strong proficiency in SQL (SELECT, JOIN, GROUP BY, stored procedures) and experience with data manipulation.
- Familiarity with Business Intelligence tools such as Tableau, PowerBI, or Google Data Studio.
- Proven experience working in a Contact Center, BPO, or Customer Service environment is highly preferred.
- Excellent analytical thinking and problem-solving skills with a keen eye for detail.
- Strong verbal and written communication skills to effectively translate data into insights.
- Ability to manage multiple projects and meet strict deadlines in a fast-paced environment.