Junior Analyst, Customer Service Data & Systems

Key Responsibilities
Data & Reporting (with guidance) Pull standard reports from contact center platforms (e.g., Genesys Cloud, Amazon Connect) on metrics like Average Speed of Answer (ASA), Average Handle Time (AHT), and SLA compliance.
Help maintain existing dashboards and update visuals as directed by senior analysts.
Assist in reviewing customer survey results (CSAT, NPS) and flagging trends for the team to investigate.
Support ad hoc data requests from leadership by gathering numbers and preparing simple summaries.
Double-check data accuracy and escalate anything that looks unusual. Systems Support (learning the ropes) Assist with basic user account tasks: creating logins, resetting access, and updating permissions under supervision.
Help with user acceptance testing (UAT) by following test scripts, logging bugs, and tracking issues to resolution.
Document common system issues, fixes, and "how-to" steps to build out a team knowledge base.
Serve as a friendly first point of contact for end-user questions, escalating complex issues to senior team members. Process Improvement & Collaboration Participate in team meetings, training sessions, and project syncs to learn how the contact center operates end-to-end.
Support small process-improvement projects by gathering data, taking notes, and helping coordinate next steps.
Shadow senior analysts on cross-functional projects with Workforce Management, IT, and Business Intelligence.
Build relationships across teams and learn how each function contributes to customer experience.
Education & Experience Bachelor's degree (or in-progress / equivalent experience) in Data Analytics, Information Systems, Business, Operations, Communications, or a related field. Recent graduates are encouraged to apply.
0-1 year of professional experience. Internships, part-time roles, school projects, or coursework involving data analysis, customer service, or systems work all count.
Any exposure to customer service, call centers, retail operations, or help desk environments (including part-time or summer jobs) is a plus but not required.
Familiarity with cloud-based tools (Google Workspace, Microsoft 365) through school or prior internships.
Curiosity about contact center platforms like Genesys Cloud or Amazon Connect — you don't need prior experience, just a willingness to learn. Technical Skills Working knowledge of Excel (formulas like VLOOKUP/XLOOKUP, basic pivot tables, charts). Comfort learning more advanced features like Power Query on the job.
Basic familiarity with SQL or interest in learning (a class, online course, or personal project is enough to start).
Exposure to a data-visualization tool such as Power BI or Tableau is a plus — full proficiency is not expected.
Comfortable picking up new software quickly and following written documentation.
Awareness of what a CRM is and a general interest in how customer service technology works. Core Competencies Strong attention to detail and a careful, organized approach to working with numbers.
Good written and verbal communication — able to ask clear questions and share findings simply.
Eager learner with a growth mindset; open to feedback and coaching.
Reliable and accountable, able to manage assigned tasks and meet deadlines with reasonable guidance.
Customer-focused mindset — genuinely cares about making things better for end users.
Adaptable and positive in a fast-paced environment where priorities can shift. Other Requirements Works collaboratively with team members across Customer Service, Workforce Management, and Business Intelligence — learning from each.
Maintains professionalism and confidentiality when handling customer and operational data.
Follows company policies around data integrity and compliance.