Compunnel, Inc.
Data Analyst Job at Compunnel, Inc. in Charlotte
Compunnel, Inc., Charlotte, NC, United States, 28245
We are seeking a Data Analyst to join the Customer Experience team focused on enhancing call center operations through AI-driven IVR (Interactive Voice Recognition) technology.
This role involves working with unstructured data, building dashboards, and delivering insights that improve customer interactions and operational efficiency.
The ideal candidate will have a data scientist mindset and be comfortable working with stakeholders across business and technical teams.
Key Responsibilities
- Extract and analyze data from Exadata using SQL and Python (Pandas).
- Build and maintain dashboards in Tableau and Power BI to visualize performance metrics.
- Support IVR bot pilots by pulling metrics, standing up new bots, and reporting on their performance.
- Respond to ad hoc data requests by identifying appropriate data sources and delivering actionable insights.
- Collaborate with business stakeholders and AI bot owners to ensure data requirements are captured and met.
- Translate complex data into clear narratives for executive-level reporting.
- Participate in the development and refinement of predictive calling capabilities to improve customer experience.
- 6+ years of experience in data analysis.
- Strong proficiency in SQL and Python (Pandas).
- Experience working with unstructured data.
- Hands-on experience with Tableau and Power BI for dashboard development.
- Ability to communicate effectively with both technical and non-technical stakeholders.
- Experience in analyzing call center data and customer experience metrics.
- Experience with IVR systems and bot performance analysis.
- Familiarity with SAS, Informatica, Snowflake, AMQ, AWS, Kubernetes/Amazon EKS, Java, Spring Boot, AutoSys, DB2, and Tableau.
- Background in reporting applications and data storytelling.