Data Analyst

CECONY • New York, NY

5h

About The Position

Data Analyst must demonstrate core competencies in working with Genesys Cloud Workforce Management. This role supports call center operations by leading call volume forecasting and staffing optimization efforts to ensure workforce resources are effectively aligned with customer demand. Leveraging Genesys Cloud, the Data Analyst will analyze historical trends, high demand drivers, and operational performance data to produce accurate forecasts and convert them into actionable staffing recommendations. The role utilizes Genesys Cloud performance metrics to improve service levels, reduce average call handle time (AHT), and enhance the overall customer experience. The Data Analyst partners closely with Call Center Operations, Customer Operations Analytics, and leadership to support data driven decision making, operational efficiency, and continuous performance improvement.The Data Analyst must operate effectively in a fast paced, dynamic environment, demonstrating strong organizational and prioritization skills. The role requires the ability to effectively prioritize competing tasks to ensure timely and accurate completion of deliverables, adapt quickly to shifting priorities while maintaining high quality analytical output, and manage multiple projects simultaneously, applying sound judgment to determine urgency, impact, and importance.

Requirements

• demonstrate core competencies in working with Genesys Cloud Workforce Management
• operate effectively in a fast paced, dynamic environment
• demonstrate strong organizational and prioritization skills

Responsibilities

• leading call volume forecasting
• staffing optimization
• analyze historical trends, high demand drivers, and operational performance data to produce accurate forecasts
• convert forecasts into actionable staffing recommendations
• utilize Genesys Cloud performance metrics to improve service levels, reduce average call handle time (AHT), and enhance the overall customer experience
• partner closely with Call Center Operations, Customer Operations Analytics, and leadership to support data driven decision making, operational efficiency, and continuous performance improvement
• prioritize competing tasks to ensure timely and accurate completion of deliverables
• adapt quickly to shifting priorities while maintaining high quality analytical output
• manage multiple projects simultaneously, applying sound judgment to determine urgency, impact, and importance

Benefits

• Rich medical & pharmacy benefits, including vision benefits
• Dental benefits
• Health Savings Accounts
• Health Care and Dependent Care Flexible Spending Accounts
• 401(k) with robust matching
• Employer paid Pension Plan
• Employee Stock Purchase Plan with a generous matching contribution
• State of the art Employee Assistance Program
• Paid Parental Leave
• Generous paid time off plus paid holidays
• Family support: emergency backup child, & elder care assistance
• Social responsibility and volunteer opportunities
• Employee discount program
• Commuter Benefits
• Culture of growth and learning: career development; tuition reimbursement; recognition program
• Life and Long-Term Disability Benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed