Intelligence Analyst

About 24-7 Intouch

24-7 Intouch is a global contact center & technology company that delivers innovative and value-driven customer service solutions across all industries via an omnichannel approach that includes voice, social media management, live chat, email, fraud, UAT, self-service, and back office administration. Using the most advanced technology in the industry, 24-7 Intouch’s customizable customer care platform allows their clients to utilize business insights to deliver lifetime consumer loyalty and increase incremental revenue. With over 19 years of experience, the 24-7 Intouch team takes pride in building a top to bottom brand alignment for partners to create exceptional customer experiences.

For more on our company culture, follow the link to Our Story - https://vimeo.com/177119191


About the Job

We are changing the way people think about customer care, and we need your help! 

We’re looking for an Intelligence Analyst to focus on enhancing the relationship with our partners by providing business solution services such as reporting, process automation, data analysis and database administration. 

As Intelligence Analyst, You Will…

  • Create and maintain various internal tools, applications and databases
  • Manage and plan projects for new implementations
  • Analyze data to detect patterns and trends
  • Present information in an effective way
  • Analyze and detect automation opportunities within current operational processes
  • Review all active systems to create interactive tools
  • Provide effective solutions to Operations around reporting, implementations and automation processes
 
As Intelligence Analyst, You Have…

  • University or College Degree in a related discipline (Engineering, Computer Science, Marketing, Communications or Business) or equivalent experience
  • 2-3 years experience in a similar role (preferably within a contact center environment)
  • Advanced experience using MS Excel is required
  • Experience in data analysis or workforce reporting
  • Knowledge in Google Suite is an asset 
  • Knowledge of the following is considered an asset: HTML,  programming, database management, HTML5, SQL, MVC, web design, Google Scripts, MS Macros, Big Data, Google Data Studio, Crystal Reports, Power BI and Visual Studio
  • Ability to learn a variety of softwares and methods
  • Strong presentation skills with the ability to adapt to diverse audiences across the globe
  • A high level of accuracy and detail with data requirements
  • Strong organizational and multitasking skills
  • Excellent customer service and project management skills
  • Strategic thinking abilities and strong analytical/problem solving skills
  • Ability to adapt to a fast-paced and changing work environment

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