IntelePeer simplifies communications automation through advanced AI-powered solutions, helping businesses and contact centers reduce costs, enrich the customer experience, and accelerate ROI. Driven by generative AI, the company’s Communications Automation Platform works seamlessly within existing business software and infrastructure, enabling brands to automate complex processes quickly and effortlessly. Built for business users, IntelePeer's vendor-neutral platform and low-code solutions leverage world-class AI and analytics, empowering businesses to proactively resolve potential pain points and maintain context across channels and throughout the orchestrated customer journey.

We are seeking a skilled Data Analyst to join our dynamic team. The ideal candidate will play a critical role in analyzing customer interaction records and logs to derive valuable insights for application performance improvement. Your responsibilities will include managing adherence to both client and internal application metrics, and driving continuous improvement activities for our clients.

Key responsibilities:

• Review and analyze customer interaction records and logs to produce meaningful application performance metrics.
• Ensure compliance with client and internal application business case metrics.
• Lead continuous improvement initiatives, including regular call reviews, data coordination, analysis, and client presentations.
• Develop and interpret weekly performance scorecards and contribute to quarterly business reviews, focusing on proactive activities and trend analysis.
• Identify potential areas for application performance enhancement.
• Strategize to improve self-service rates and ID & Authentication rates.
• Be accountable for continuous process improvement, adding significant value to our applications.
• Utilize various reports to pinpoint areas needing attention or analysis, validate successful performance, or provide immediate notification of issues.
• Create and maintain documentation related to analytics processes and decision-making.

Qualifications:

• Strong background in data analysis, with proven experience in reviewing data and formulating recommendations.
• Experience in a call center environment
• Advanced proficiency in MS Excel, SQL, and reporting-analytics tools like Looker and MS BI.
• Excellent analytical skills with attention to detail.
• Strong problem-solving abilities and a results-driven mindset.
• Excellent communication and presentation skills.
• Bachelor's degree in Data Analytics, Statistics, Computer Science, or a related field.