Genesys Analyst

Los Angeles, California, United States | Sales Planning & Trade Technology | COVID-19 remote

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Genesys Analyst, Contact Center

Summary

Do you enjoy telling stories through data and working with large data sets?  Our Sales Planning team is looking for a team member to dive into customer journey touchpoints then create dashboards and reports that offer insight into the performance of the Contact Center.

 

Responsibilities

  • Create visual representations of data for executive reporting
  • Build dashboards for daily operational usage
  • Analyze customer touchpoints with the Contact Center
  • Identify trends and patterns in the customer behaviors
  • Make data backed recommendations on Contact Center programs
  • Manage cross-platform reporting and data processing
  • Correlate omnichannel data for KPI tracking
  • Write queries and procedures to pull data for analysis
  • Create and maintain data repositories
  • Work with department managers to identify their needs

Requirements

  • Preferred experience with TSQL, Power BI, Azure Data Lake, and Visual Analytics
  • Required experience with Genesys Cloud omnichannel data
  • Working knowledge of Excel and Powerpoint
  • Prior experience with speech analytics and sentiment analysis is a plus
  • Ability to work in a fast-paced dynamic environment with shifting priorities
  • Must have excellent attention to detail, strong analytical skills, and the ability to prioritize multiple tasks
  • Strong data mining skills with the ability to understand cross-platform integrations
  • Excellent written and verbal communication skills with an aptitude for analytical thinking
  • Must be proactive, self-motivated, and be able to work both independently and collaboratively

 Qualifications

  • Bachelor’s Degree from an accredited University
  • Minimum of 2 years of experience in an analytical role

 

Current Employee Requirements for Consideration

  • The above knowledge/skill requirements must be met
  • Employee in good standing (no current verbal or written disciplinary action)
  • In current position for at least 1 year

Top Tier Benefits

  • Excellent Medical/Dental/Vision benefits
  • 401k with company annual match
  • Transportation reimbursement
  • Paid training
  • Paid vacation
  • Paid holidays
  • Travel and cruise rewards  
  • Discounted theater, theme park and movie tickets
  • Employee wellness program
  • Gym membership

About Viking 

Viking is celebrating its 25<sup>th</sup> anniversary.  With a fleet of 70+ River ships cruising over 30 itineraries across 34 countries, Viking Cruises is the largest, most award-winning company in the industry. In 2015 Viking expanded into Ocean cruising and now have 6 Ocean ships in operation, with 6 more ships coming soon.  In 2020 we announced the launch of Viking Expeditions and Viking Mississippi, significantly expanding the company’s growth potential.  Visit www.viking.com to learn more.

The work culture at Viking Cruises is entrepreneurial, with a focus on small teams, a strong preference for action, results, and constant improvement.  Join us as we shape the future of world travel while building a world-class marketing organization.