POSITION SUMMARY

The Data Analyst 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 & RESPONSIBILITIES

Conduct analysis to drive valuable business insights, using internal analytics tools, ie 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 to operate efficiently

Spearhead ongoing efforts to better understand sub growth and identify future opportunities through analysis and reporting
 

QUALIFICATIONS, KNOWLEDGE, & SKILLS

Degree in Computer Science, Mathematics, Statistics, Industrial Engineering, Operations Research or MS in Business Analytics or 2 years industry experience in a related field

2+ years experience with any of the following programming languages: R, Python, SAS or similar scripting languages. 

2+ years experience with predictive and forecasting techniques and tools including time-series analysis (Autocorrelation plots, ARIMA / ARIMAX, Vector Auto Regressions, Recurrent Neural Networks), machine learning model development (grid searching, cross validation, parameter tuning & optimization), and appropriate model evaluation (ROC analysis, confusion-matrices, error rate logging)

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, Access

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

Understanding of data warehousing concepts, relationship entity diagrams and relational databases

Nice-To-Have:

CSPO Certification and formal understanding of Agile Scrum practices

Other programing knowledge skills (Python)

Other applications such as Oracle, Hyperion, AS400 or equivalent mainframe system

Familiarization with Contact Center environment