PTP is a fast-growing system integrator that offers strategic Customer Experience (CX) solutions to our clients. We are looking for a Data Analyst to help us design and deliver CX solutions that provide our clients with a beautiful customer journey that achieves results. At PTP we value aptitude and creativity as well as experience. We are a diverse organization and are looking for bright, passionate and committed professionals who strive to be the best at what they do.

Responsibilities

• Analyze caller behavior data from IVR applications using SQL and Microsoft Excel
• Design and develop custom Tableau reports to visualize caller behavior data, identify trends and areas for improvement
• Collaborate with internal and external stakeholders to identify opportunities for improving the IVR experience based on analysis findings
• Develop and maintain a deep understanding of IVR application functionality and user flows
• Provide data-driven insights and recommendations to inform design decisions and improve overall caller experience

Requirements

• Bachelor's degree in Information Systems, Computer Science, Statistics, or related field
• 2+ years of experience in data analysis, preferably in an IVR or contact center environment
• Experience with Tableau or other business intelligence tools is highly desirable
• Proficiency in Microsoft Excel and SQL
• Strong analytical and problem-solving skills
• Excellent communication and collaboration skills

Desired Experience

• Familiarity with IVR platforms and technologies (e.g., Genesys, Avaya, Nuance)
• Knowledge of user experience (UX) design principles and human-computer interaction