Deloitte Contact Center Data Analyst in Alexandria, Virginia
Are you a creative thinker who loves to be on the cutting edge, solving problems though innovative technology solutions? Are you passionate about customer strategy, digital design, marketing, and platform development? Our Customer & Marketing Offering Portfolio integrates the differentiated customer and marketing businesses that support the mission-critical goals of federal, state and local government agencies, and higher education institutions. By joining our team, you will play a vital role in making an impact for our clients and the people they serve through our growth strategy, enhanced user experiences, and engagement through the entire lifecycle of customers' interactions with the public sector.
Work you'll do
In addition to the educational requirement, the Data Analyst shall have a minimum of seven (7) years of experience that depict clear and detailed hands-on experience of all the following technologies - Automatic Call Distributors (ACD). - Interactive Voice Response (IVR). - WFM systems and software. - Knowledge base systems and software. - QA analysis software (Tableau, Excel, Access, etc.). - Experience with relational databases, SQL query tools and data presentation software.
Deloitte's Government and Public Services (GPS) practice - our people, ideas, technology and outcomes-is designed for impact. Serving federal, state, & local government clients as well as public higher education institutions, our team of over 15,000+ professionals brings fresh perspective to help clients anticipate disruption, reimagine the possible, and fulfill their mission promise.
The Contact Center practice is part of Deloitte's GPS Customer Strategy and Applied Design offering. It focuses on advising, implementing, and operating contact center operations and technology to elevate the human experience in a digital world. The Contact Center practice achieves this by helping our clients discover, design, and implement tailored contact center operations and telephony solutions. We bring knowledge and solutions to uncover the behaviors, motivations and preferences of our clients' customers and develop new experiences for them. We are a matrixed organization where we align various resource groups to deliver and provide high quality services.
Bachelor's degree required
7+ years of total experience
3+ years of Data Analyst experience
3+ years of Contact Center experience
Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future
Must be able to obtain and maintain the required clearance for this role
Travel up to 25%
Experience with IVR
Experience with ACD
Knowledge of WFM software and systems
2+ years of SQL query experience
How you'll grow
At Deloitte, our professional development plan focuses on helping people at every level of their career to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there's always room to learn. We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.
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