Key Responsibilities

Data & Reporting (with guidance)

• Pull standard reports from contact center platforms (e.g., Genesys Cloud, Amazon Connect) on metrics like Average Speed of Answer (ASA), Average Handle Time (AHT), and SLA compliance.
• Help maintain existing dashboards and update visuals as directed by senior analysts.
• Assist in reviewing customer survey results (CSAT, NPS) and flagging trends for the team to investigate.
• Support ad hoc data requests from leadership by gathering numbers and preparing simple summaries.
• Double-check data accuracy and escalate anything that looks unusual.

Systems Support (learning the ropes)

• Assist with basic user account tasks: creating logins, resetting access, and updating permissions under supervision.
• Help with user acceptance testing (UAT) by following test scripts, logging bugs, and tracking issues to resolution.
• Document common system issues, fixes, and "how-to" steps to build out a team knowledge base.
• Serve as a friendly first point of contact for end-user questions, escalating complex issues to senior team members.

Process Improvement & Collaboration

• Participate in team meetings, training sessions, and project syncs to learn how the contact center operates end-to-end.
• Support small process-improvement projects by gathering data, taking notes, and helping coordinate next steps.
• Shadow senior analysts on cross-functional projects with Workforce Management, IT, and Business Intelligence.
• Build relationships across teams and learn how each function contributes to customer experience.

Qualifications

Education & Experience

• Bachelor's degree (or in-progress / equivalent experience) in Data Analytics, Information Systems, Business, Operations, Communications, or a related field. Recent graduates are encouraged to apply.
• 0–1 year of professional experience. Internships, part-time roles, school projects, or coursework involving data analysis, customer service, or systems work all count.
• Any exposure to customer service, call centers, retail operations, or help desk environments (including part-time or summer jobs) is a plus but not required.
• Familiarity with cloud-based tools (Google Workspace, Microsoft 365) through school or prior internships.
• Curiosity about contact center platforms like Genesys Cloud or Amazon Connect — you don't need prior experience, just a willingness to learn.

Technical Skills

• Working knowledge of Excel (formulas like VLOOKUP/XLOOKUP, basic pivot tables, charts). Comfort learning more advanced features like Power Query on the job.
• Basic familiarity with SQL or interest in learning (a class, online course, or personal project is enough to start).
• Exposure to a data-visualization tool such as Power BI or Tableau is a plus — full proficiency is not expected.
• Comfortable picking up new software quickly and following written documentation.
• Awareness of what a CRM is and a general interest in how customer service technology works.

Core Competencies

• Strong attention to detail and a careful, organized approach to working with numbers.
• Good written and verbal communication — able to ask clear questions and share findings simply.
• Eager learner with a growth mindset; open to feedback and coaching.
• Reliable and accountable, able to manage assigned tasks and meet deadlines with reasonable guidance.
• Customer-focused mindset — genuinely cares about making things better for end users.
• Adaptable and positive in a fast-paced environment where priorities can shift.

Other Requirements

• Works collaboratively with team members across Customer Service, Workforce Management, and Business Intelligence — learning from each.
• Maintains professionalism and confidentiality when handling customer and operational data.
• Follows company policies around data integrity and compliance.