Telephony Data Analyst - Progress Residential

Key Responsibilities

• Collect, clean, and analyze telephony data from multiple call center platforms to identify trends and opportunities for improvement.
• Develop and maintain SQL queries and Python scripts to extract, transform, and load data into reporting dashboards.
• Create interactive Tableau dashboards that visualize key performance indicators such as call volume, average handle time, and first‑call resolution.
• Collaborate with operations and customer experience teams to define metrics, set benchmarks, and recommend process enhancements.
• Prepare detailed reports and executive summaries that translate data findings into actionable business insights.

Requirements

• Proven experience with telephony systems (e.g., Genesys, Avaya, Cisco) and call center data.
• Strong analytical skills with proficiency in SQL and Python for data manipulation.
• Hands‑on experience building Tableau dashboards and visualizations.
• Excellent communication skills, able to present complex data to non‑technical stakeholders.
• Detail‑oriented mindset and ability to work independently in a fast‑paced environment.