Data Analyst - Servicing Operations

About the role

• Identify and communicate patterns in operations and call center data in response to business needs using data manipulation, statistics, and data visualization
• Create and support business intelligence tools, databases, dashboards, reports, and methods with a focus on operations/servicing metrics and call center activity
• Use data to support and challenge business solutions with stakeholders, particularly operations and collections teams
• Identify, document, and use exploratory data analysis to investigate assumptions around operational performance and team efficiency
• Maintain strong relationships and alignment among operations stakeholders to meet reporting and analytical objectives
• Define, gather, and validate data requirements; evaluate and ensure data quality standards are met
• Develop and maintain KPIs and metrics around operational performance, team efficiency, and business health
• Support the team's transition to Sigma as our primary reporting and visualization platform
• Stay proactive and strategic—identifying opportunities to improve processes and reporting before being asked
• Stay informed of industry trends and best practices in operations, call center management, and data analytics

Requirements

• Bachelor's degree or equivalent experience in a scientific discipline, mathematics, applied statistics, information technology, or a related field
• 3+ years of experience using SQL or other querying languages to create and analyze data sets in a business setting
• Experience creating KPIs/metrics around operational performance, team efficiency, and business health
• Experience creating dashboards, reports, and data visualization tools
• Experience executing end-to-end data analysis projects in a business environment
• Experience using data to tell stories tailored to different audiences
• Working knowledge of standard statistical measures, probability theory, and both qualitative and quantitative techniques
• Conceptual knowledge of software programming fundamentals

Qualifications

• Domain expertise in operations/call center reporting and supporting operations teams with collections and call center activity metrics
• Exceptional communication skills and ability to translate complex data into clear, actionable insights for business leaders
• Proven track record in data quality management and establishing data governance practices
• Strategic, proactive mindset allowing you to identify opportunities and propose solutions rather than waiting for requests
• Databricks SQL experience
• Sigma experience for reporting and visualization
• AI utilization experience and understanding of AI applications for use cases in business analytics