1+ months

Senior Analyst IVR

Atlanta, GA 30303
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\u003Cdiv data-field=\u0022Position_Description\u0022 class=\u0022Summary\u0022\u003E\u003Cstrong\u003EPOSITION PURPOSE \u003C/strong\u003E\u003Cbr /\u003E The Sr. Data Analyst IVR is responsible for the daily collection and analysis of data associated with, The Home Dept Interactive Voice Response (IVR) system. This position leverages technical abilities and business knowledge to transform complex analytical tasks into easily understood data-driven stories. The Sr. Data Analyst IVR will ensure that all reporting and analytical responsibilities are competently completed in a timely manner continually looking for opportunities to hone existing technical and analytical skills. The candidates should be able to communicate issues and roadblocks related to their areas of responsibility and facilitate problem-solving sessions with multiple groups of people. This role will prepare and deliver insights and recommendations based on analysis. the Sr. Data Analyst IVR will analyze multiple components of a problem and then make conclusions using high-level quantitative skills to help drive subsets of larger projects, initiatives, and individual processes that bring value to The Home Depot. \u003Cbr /\u003E \u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EMAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES \u003C/strong\u003E\u003Cbr /\u003E 20% Analyze - Analyze IVR usage information (transaction/interaction data, internal research, IVR post transaction data) to identify the most significant opportunities to improve the customer experience. \u003Cbr /\u003E 30% Providing Support - Maintains and provide business application support for the store and contact center IVR and supporting telephony systems vendors (e.g Cisco, AT\u0026T, Google) \u003Cbr /\u003E 25% Reporting - Develop, maintain and perform ad hoc reporting based on the business needs and extract the proper data from relevant systems. \u003Cbr /\u003E 15% Strategy - Provide input on strategy based on knowledge of IVR service and technology trends. As necessary, facilitate problem-solving sessions with multiple groups of people. \u003Cbr /\u003E 10% System Changes - Execute system changes of emergency and promotional activity \u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003ENATURE AND SCOPE \u003C/strong\u003E\u003Cbr /\u003E Typically reports to Services Manager Analytics. This position has 0 direct reports \u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EENVIRONMENTAL JOB REQUIREMENTS \u003C/strong\u003E\u003Cbr /\u003E \u003Cstrong\u003EEnvironment:\u003C/strong\u003E\u003Cbr /\u003E Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.\u003Cbr /\u003E \u003Cstrong\u003ETravel: \u003C/strong\u003E\u003Cbr /\u003E Typically requires overnight travel less than 5% of the time.\u003Cbr /\u003E \u003Cstrong\u003EAdditional Environmental Job Requirements:\u003C/strong\u003E\u003C/div\u003E\u003Cdiv data-field=\u0022Postion_Requirement\u0022 class=\u0022Requirement\u0022\u003E\u003Cbr /\u003E \u003Cstrong\u003EMINIMUM QUALIFICATIONS\u003C/strong\u003E\u003Cbr /\u003E Must be eighteen years of age or older. \u003Cbr /\u003E Must be legally permitted to work in the United States.\u003Cbr /\u003E \u003Cstrong\u003E\u003Cbr /\u003E Additional Minimum Qualifications:\u003C/strong\u003E\u003Cbr /\u003E IVR configuration and support experience \u0026ndash; 3-5 years.\u003Cbr /\u003E Analytics experience \u0026ndash; 3-5 years\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EEducation Required: \u003Cbr /\u003E \u003C/strong\u003EBachelor degree\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EYears of Relevant Work Experience: \u003Cbr /\u003E \u003C/strong\u003E1 year \u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EPhysical Requirements: \u003C/strong\u003E\u003Cbr /\u003E Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EPreferred Qualifications: \u003C/strong\u003E\u003Cbr /\u003E Technical skills include knowledge of database languages such as SQL, R, or Python; spreadsheet tools such as Microsoft Excel or Google Sheets; and data visualization software such as Tableau or Qlik. Mathematical and statical skills are also valuable to help gather, measure, organize, and analyze data.\u003Cbr /\u003E \u003Cbr /\u003E \u003Cstrong\u003EKnowledge, Skills, Abilities and Competencies: \u003C/strong\u003E\u003Cbr /\u003E Action Oriented\u003Cbr /\u003E Being Resilient\u003Cbr /\u003E Business Insights\u003Cbr /\u003E Decision Quality\u003Cbr /\u003E Drives Vision and Purpose\u003Cbr /\u003E Global Perspective\u003Cbr /\u003E Manages Ambiguity\u003Cbr /\u003E Nimble Learning\u003Cbr /\u003E Tech Savvy\u003Cbr /\u003E Collaborates\u003Cbr /\u003E Cultivates Innovation\u003C/div\u003E
Posted: 2020-08-20 Expires: 2020-11-09
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Senior Analyst IVR

Home Depot
Atlanta, GA 30303

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