1+ months

Senior Analyst IVR

Atlanta, GA 30308
JobTitle: Senior Analyst IVR
Job ID: 357935_en-us
Salary Range: null- null
Job Category: Operations
Employment type: Full Time

Position Description:
POSITION PURPOSE
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.


MAJOR TASKS, RESPONSIBILITIES AND KEY ACCOUNTABILITIES
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.
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&T, Google)
25% Reporting - Develop, maintain and perform ad hoc reporting based on the business needs and extract the proper data from relevant systems.
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.
10% System Changes - Execute system changes of emergency and promotional activity

NATURE AND SCOPE
Typically reports to Services Manager Analytics. This position has 0 direct reports

ENVIRONMENTAL JOB REQUIREMENTS
Environment:
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Travel:
Typically requires overnight travel less than 5% of the time.
Additional Environmental Job Requirements:

Categories

Posted: 2020-08-19 Expires: 2020-09-26

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Senior Analyst IVR

Home Depot, Inc.
Atlanta, GA 30308

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