Senior Business Data Analyst (Contact Center Analyst)

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

TTEC Digital’s Analytics & Insights Practice is looking for a Senior Business Data Analyst to support and deliver a diverse range of analyses and provide value-added contact center consulting. More specifically, this person will help drive strategic thinking and insights for a healthcare client. The role is expected to provide insights on contact center operations and sales.

The Senior Business Data Analyst will bring to TTEC analytics experience, with a solid understanding of contact centers and their specific analytic concepts. An ability to turn data into insights and recommendations is critical. Additionally, knowledge of contact center measurement and KPIs is required. Healthcare experience is a plus.

The ideal candidate will have the ability to think analytically (to mine the data), creatively (to develop analysis ideas), and strategically (to deliver business results for our clients and provide recommendations). The candidate must be able to pull all insights into a crisp, easy to understand presentation, and speak to the results with confidence.

What you’ll be doing:

Provide data-driven strategic consulting to Fortune 500 clients

Support and deliver client analyses

Actively contribute to analytically-oriented projects from inception to delivery, including client communication, analysis, and the packaging / presentation of deliverables

Develop measurement and analytic plans

Develop best-in-class analytic deliverables, presenting them to internal team members and the client team

Author and maintain comprehensive Standard Operating Procedures (SOPs) and process documentation to support operational excellence.

Perform documentation governance activities, including due diligence reviews, change management tracking, and maintenance of program records.

Engage cross-functional stakeholders to elicit requirements, evaluate business needs, and deliver solution recommendations through formal presentations and consultations.

Work with team members and the client team to scope, shape and transform business questions into analyses leading to actionable results

What you’ll bring to us:

5+ years of experience in contact center analytics

Proficiency in SQL query building

Analytic thinker with a proven ability to interpret analytic output and translate data into insights and strategic recommendations

Experience working with large-scale customer databases, datasets or tables communicating summarized analytical findings

Data-cleansing and standardization of data experience

Knowledge of statistical concepts (e.g., significance testing, sampling, etc.)

Proficiency with Excel including Pivot Tables and fluent use of PowerPoint

Manage small to medium scale projects

Skills that are a plus

Experience working with telephony systems

Experience in healthcare

Working knowledge of multivariate statistics

Working knowledge of programming languages such as SAS, Python or R

Graduate degree in business, economics, or quantitative methods preferred but not required

Background or experience in IT projects

Proficiency with Power BI and/or other data visualization tools

Experience in digital transformation or system integration projects

About UsTTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage. We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries. TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity. Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications. #LI-RemotePhilippines

5+ years contact center analytics experience, SQL proficiency, data analysis and presentation skills, Excel pivot tables, PowerPoint, project management, and knowledge of statistical concepts.

Key Responsibilities

• providing data-driven consulting
• developing analytic plans
• presenting deliverables

Skills & Tools

SQL, Microsoft Excel, Microsoft PowerPoint, Power BI, SAS, Python, R

Job Details

• Category: Data and Analytics
• Seniority: Senior Level
• Commitment: Full Time
• Workplace: Remote — Philippines
• Languages: English

About TTEC Digital

A company that pioneers engagement and growth solutions to fuel exceptional customer experiences. — Industry: Information Technology