Analyst, Senior Data

Position Summary

The Contact Center Analytics & Solutions team is seeking a highly motivated Senior Data Analyst to leverage analytics for driving key performance metrics, identifying operational efficiencies, and empowering end users.

Essential Duties And Responsibilities

• Conduct analysis to drive valuable business insights using internal analytics tools like SQL to access and manipulate disparate data sources.
• Identify, design, and implement internal process improvements, automating manual processes, optimizing data delivery, and addressing speed performance issues.
• 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.
• Perform more complex quantitative and qualitative analysis for business processes and projects, including sales funnel analysis, lifetime value analysis, customer segmentation, and forecasting.
• Design and analyze A/B tests to improve the user journey and develop contact center gamification strategies, leading projects and requests from end-to-end.
• Proactively recommend new and innovative ideas/approaches to address changing needs that support performance for both tactical and strategic decision-making for contact centers.
• Develop best practices, standards, conduct query reviews, and advise on optimizing queries to ensure quality deliverables.
• Encourage team growth with a focus on knowledge management, coaching/mentoring, and developing cross-functional relationships with team members.

Qualifications, Knowledge, & Skills

• 4+ years of relevant work experience in analytics, data-centric role, or business intelligence-related field.
• Strong analytical skills, proficient in reading/writing complex SQL queries for data analysis.
• Understanding of data warehousing concepts, relationship entity diagrams, and relational databases.
• Experience with data visualization tools (Tableau, PowerBI, etc.) and strong storytelling skills for technical and non-technical audiences.
• MS Office tools proficiency (Word, Excel, PowerPoint, Access).
• Ability to explain technical concepts and analysis implications clearly, translating business objectives into actionable analysis.
• Capacity to work in a distributed team environment, build effective working relationships, and execute on critical process improvement and projects.
• Strong and effective communication, presentation, written skills, and ability to work in a 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.
• Familiarization with Sales and Contact Center environments.
• Preferred qualifications include CSPO certification and formal understanding of Agile Scrum practices, degree in an analytical area such as Mathematics, Statistics, Operations Research, Business, or equivalent, programming knowledge skills (Python), project management experience, familiarity with other applications such as Salesforce, Oracle, Hyperion, AS400, or equivalent mainframe systems.

Benefits

We offer a competitive compensation and benefits package, along with excellent career development opportunities, each providing unique ways to explore the world.