Contact Center Data Analyst - HYBRID Position in CT

Job description

Job DetailsLevel: ExperiencedJob Location: Southington Office - Southington, CT 06489Salary Range: $80,000.00 - $100,000.00 Salary/yearHybrid Data Analyst in Southington, CT – Contact Center Analytics & Conversational Intelligence (BPO) Overview: We are seeking a Data Analyst to support a BPO contact center environment servicing multiple clients. The role focuses on transforming complex interaction and performance data into clear, actionable insights. Candidates must have strong experience building Tableau dashboards, mining data from conversational intelligence platforms, and working directly with clients to gather requirements, interpret results, and present insights that drive measurable improvements in customer experience and operational performance. Key Responsibilities: Design, build, and maintain interactive Tableau dashboards that communicate trends, performance metrics, and actionable insights Analyze structured and unstructured data from conversational intelligence tools (e.g. CallMiner, Genesys, contact center transcripts, QA data, sentiment, topic modeling, agent performance metrics) Perform data mining and pattern analysis to uncover trends, anomalies, and opportunitie...