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Lead Data Analyst
LinkedIn Recruiter Post
RBC seeks a Lead Data Analyst to drive enterprise data platform initiatives, acting as a technical lead for data flow, AI/ML, and analytics.
About the role
- Dialer & Data Analyst optimizing dialer systems, supporting campaigns, and providing analytics for performance. Involved in troubleshooting and enhancing system efficiency with ongoing reporting obligations.
Responsibilities
- Managing and optimizing dialer systems.
- Support account set-up, set up new campaigns, monitor existing campaigns.
- Assist in managing productivity, and ensure operational efficiency.
- Troubleshooting issues, managing user access, and collaborating on system enhancements.
- Designing and maintaining reporting, analyzing leading and lagging metrics & KPIs.
- Providing analytics and recommendations for improvement of performance and productivity.
- Keeping up to date with the internal systems and processes.
Requirements
- 2+ years’ experience in dialer management and data analytics.
- Solid experience with enterprise cloud communication and contact center platforms, ideally Twilio, Acqueon, Five9, RingCentral, Avaya Cloud Office, and MS Teams; familiar with video/audio conferencing tools like Zoom, Webex, and Teams Rooms.
- Proficient in troubleshooting and supporting telephony systems, collaboration tools, and meeting room technologies, both onsite and remotely; able to diagnose, maintain, and train users on supported systems.
- Strong communication and interpersonal skills with the ability to interact professionally and clearly with users; capable of translating technical concepts into user-friendly language.
- Technically proficient, self-motivated, and collaborative, with a proven ability to apply technology solutions to business needs and work effectively in a team environment.
- Strong understanding of telecommunications protocols and practices in call center environments.
- Dialer administrator experience with Five9, Twilio, Acqueon, Ring Central, Avaya is considered an asset.
- Must be a team player and work well in a dynamic environment.
- A curious and proactive, “can-do” attitude.
- Self-motivated to take initiative to explore alternatives and ideas for continuous improvement.
- Hands-on experience with dialer systems, telephony systems, voicemail, IVR, SMS, Call queue management, data analytics, analytical tools - MIS, Excel, Python, SQL, Power BI.
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