Analyst, Data SSC Operations

Position Summary

The Contact Center Analytics & Solutions team is seeking a Data Analyst who will be responsible for delivering impactful insights into key business decisions and supporting projects/building tools that empower our end users to work efficiently. The right person for this role has exceptional analytical capabilities, thrives in a fast-paced environment, loves problem-solving, is a great communicator, and is passionate about our end user experience.

Essential Duties and Responsibilities

• Conduct analysis to drive valuable business insights, using internal analytics tools, i.e. SQL to access and manipulate from disparate data sources
• Build intuitive presentations, interfaces, infographics, and data visualizations to tell stories with data that convey key performance metrics, significant trends, and relationships across contact centers
• Analyze user behavior to identify patterns, uncover opportunities and create a common understanding of how people are interacting with our reporting content.
• Ideate and develop new metrics and analytical approaches, measuring performance for both tactical and strategic decision-making for contact centers.
• Lead projects and requests from end-to-end, defining business needs, developing strategies, and solutions that empower internal teams operate efficiently.
• Spearhead ongoing efforts to better understand sub growth and identify future opportunities through analysis and reporting

Qualifications, Knowledge, & Skills

• 2+ years of relevant work experience in analytics and/or business intelligence or related field.
• Strong analytical skills with a proficient ability to read/write complex SQL queries for data analysis.
• Experience with data visualization tools (Tableau, Powerbi, etc.) and strong storytelling skills for technical and non-technical audiences.
• MS office tools ie Word, excel, powerpoint.
• Strong and effective communication, presentation and written skills and ability to work in global environment.
• Experience collecting internal customer feedback and requests, empathizing with their challenges and opportunities.
• Collaborative, self-motivated with a desire to lead strategic problem solving, execution and ownership.

Nice-to-haves

• CSPO Certification and formal understanding of Agile Scrum practices.
• Degree in an analytical area such as Mathematics, Statistics, Operations Research, Business or equivalent.
• Other programing knowledge skills (Python).
• Other applications such as Oracle, Hyperion, AS400 or equivalent mainframe system.
• Understanding of data warehousing concepts, relationship entity diagrams and relational databases
• Familiarization with Contact Center environment

Working Conditions

• The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodation.
• While performing job functions the employee is regularly required to sit, stand, write, review and type reports, compile data, operate a pc, communicate, listen, and assess information.
• The employee may move about the office complex, may travel to other office locations and may lift, push, pull or move 10 - 15 pounds.
• Able to read and comprehend instructions, correspondence and memos. Able to communicate effectively with various departments within the organization, both shipboard and shore side. Excellent interpersonal skills. Able to build, challenge and develop a high caliber team both shoreside and shipboard.