Contact Center Data Analytics Consultant (contract)
Capgemini · Philadelphia, PA · 1 wk ago
RemoteRemoteAnalyst$54.81–$85.64/hrContract
Key Responsibilities
- Analyze contact center, IVR, chatbot, CRM, QA, and workforce data to identify performance drivers and improvement opportunities
- Build dashboards, cuts, and ad hoc analyses that explain what is happening, why it matters, and what actions should be taken
- Partner with program leads to connect analytics to business outcomes, including cost reduction, service improvement, digital containment, and advisor or agent enablement
- Translate detailed data findings into concise executive storylines, slides, readouts, and decision materials
- Support value tracking across transformation initiatives, including baseline definition, KPI movement, benefits realization, and issue diagnosis
- Work with business, operations, technology, and data teams to clarify data sources, definitions, assumptions, and limitations
Required Profile
- 3 to 6+ years of experience in data analytics, consulting, business analysis, or operations analytics
- Strong SQL, Excel, and dashboarding skills, ideally with Power BI, Tableau, or similar tools
- Experience with contact center, customer service, CRM, digital servicing, or operational performance data preferred
- Ability to move from raw data to insight to recommendation, not just report metrics
- Strong executive communication skills, including slide writing, synthesis, and structured problem solving
- Comfortable working in ambiguous transformation environments with multiple stakeholders and imperfect data
Qualifications
The pay range that the employer in good faith reasonably expects to pay for this position is $54.81/hour - $85.64/hour.
Our offered benefits include medical, dental, vision and retirement benefits.
Benefits
The benefits offered include medical, dental, vision, and retirement benefits.
Pay
The pay range that the employer in good faith reasonably expects to pay for this position is $54.81/hour - $85.64/hour.
Schedule
N/A
Skills
N/A
Benefits
The benefits offered include medical, dental, vision, and retirement benefits.