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CX & Contact Center Analytics Specialist
Full-time
We're Hiring: CX & Contact Center Analytics Specialist!
Are you passionate about turning data into decisions, automating processes, and leveraging AI to enhance the customer experience? We're looking for someone who can connect technology, data, and automation to help build a more efficient and scalable Contact Center.
What You'll Do
Design Tableau dashboards and transform data into actionable insights (FCR, AHT, Service Level, CSAT, CES y NPS).
Administer the CCaaS platform, including user management, skills, queues, routing, and IVR configuration.
Automate processes using Power Automate, Power Apps, SharePoint Lists, and SQL.
Apply AI and interaction analytics to identify opportunities for improving customer journeys and back-office activities.
Provide analytical support to Workforce Management (WFM), including scheduling, absenteeism, and adherence monitoring.
Collaborate closely with Operations, Customer Experience (CX), IT, vendors, and regional teams.
What We're Looking For
Bachelor's degree in information systems, Information Technology, Data Science, or a related field. Hands-on experience is highly valued.
3 to 5 years of experience in analytics, automation, or administration of Contact Center, Customer Experience (CX), or Workforce Management (WFM) systems.
Strong proficiency in Tableau, Advanced Excel, SharePoint Lists, Power Automate, Intermediate SQL, and APIs/JSON.
Solid understanding of Contact Center and CX metrics, along with business-level English proficiency.
Strong analytical mindset with the ability to translate technical findings into business recommendations.
Nice to Have
Experience with Python, Power BI, RPA, Salesforce, Analytics platforms, and ETL processes.
