Data Analyst III - A58-1

SyApps is a Technology and Management Consulting Services firm based in Greater Washington area, with focus on solutions in the area of Strategy, Process, Technology and Management support. As a diverse end-to end IT and Management solution Provider, SyApps offers a range of expertise aimed at helping customers re-engineer and re-invent their business to compete successfully in an ever-changing marketplace.

Please visit us at www.syapps.com.

Job Description Responsibilities:

Responsible for data analysis, validation, cleansing, collection and reporting. Extract and analyze data from various sources, including databases, manual files, and external websites. Respond to data inquiries from various groups within an organization. Create and publish regularly scheduled and/or ad hoc reports as needed.   Document reporting requirements and process and validate data components as required. Experience with relational databases and knowledge of query tools and/or statistical software required. Â Strong analytical and organizational skills required. Must possess expert level knowledge of MS Excel.

Skills and Abilities Required

1. Experience in contact center operations, especially for reporting and data analytics
2. Strong capabilities in MS Excel, especially in large data sets, formulas, and pivot tables
3. Familiarity with industry-standard KPIs and metrics, and how these are used by contact centers to drive performance
4. Prefer some experience with the different tools and applications that are used to operate and manage contact centers, including Genesys IVR, agent CRM (Salesforce), reporting, analytics, and customer satisfaction
5. Experience in exporting/moving data from other applications to and from Excel; may include statistical applications such as SPSS
6. Analytical skills to explore large data sets to identify concerns, trends, areas of opportunity
7. Ability to look at data and information holistically so that many discrete data points can be understood and explained; keep the “big picture” in focus
8. Be able to multi-task with data, information, reports, and requests
9. Experienced with MS PowerPoint to build decks that include significant inserts from other tools
10. Strong communication skills to summarize information into meaningful communications that are easily understood, and can be acted upon
11. Participate in meetings and be prepared with any relevant data/information that could add value to the meeting

Location: Washington, DC

Travel: No

SyApps LLC is a Winner of the SmartCEO/Grant Thornton Future 50 Award for being recognized as one of 50 fastest growing companies in the Greater Washington Area.

We are proud of our diverse environment, Equal Opportunity Employer. SyApps is committed to a policy of equal employment opportunity. SyApps participates in E-Verify.