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, 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 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:

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-haves

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