Senior Data Analyst Contact Center CGI

Transform data management as a Senior Contact Center Analyst at CGI. Drive workforce efficiency and improve client interactions through data-driven insights. In this critical position, you will leverage your extensive experience to manage staffing, analyze performance metrics, and develop insightful reports. With a strong emphasis on customer service and operational efficiency, you will play a key role in enhancing the overall client experience. This position demands your expertise in data management and ability to work collaboratively with a talented team. Key Responsibilities: • Manage daily staffing through advanced workforce analytics • Create detailed reports and presentations using diverse data sources • Monitor service levels and suggest operational improvements • Ensure IVR process enhances customer experience • Provide administrative support based on performance data Requirements: • 5+ years in a call center setting • Expertise in Genesys Cloud CX and Microsoft Excel • Strong analytical thinking and problem-solving skills • Bilingual in French and English required • At least 2 years in reporting and data documentation Join CGI to utilize your analytical skills in enhancing service delivery and client satisfaction. #J-18808-Ljbffr

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