Data Analyst
Skills
- Expertise in SQL and data warehousing, with tools like Databricks or Looker
- Experience with BI tools such as Tableau or Looker Studio
- Advanced proficiency in spreadsheet software including complex formulas and visualizations
- Strong knowledge of contact center metrics and KPIs
- Collaboration experience with Data Engineering teams
- Strong analytical, problem-solving, and critical thinking skills
- Excellent communication and interpersonal skills
- Ability to work independently and prioritize effectively
- Strong attention to detail
Responsibilities
- Analyze contact center data to identify trends and operational challenges
- Build and maintain performance management tools, scorecards, and dashboards
- Design methodologies to measure and enhance contact center efficiency
- Collaborate with operations leaders and stakeholders to gather data requirements
- Translate complex data into actionable insights for diverse audiences
- Identify automation opportunities to improve reporting efficiency
- Partner with engineering to design and implement scalable data pipelines
- Ensure data accuracy, integrity, and accessibility
- Manage multiple priorities independently in a fast-paced environment
- Stay current on contact center best practices and emerging analytics trends
- Engage in continuous improvement to optimize operational performance
Education
- Bachelor’s degree or equivalent experience in related fields
Benefits
- Comprehensive health, life, and disability insurance
- Four weeks vacation, 12 company holidays, parental leave, volunteer time off
- 401k plan with up to 6% company match
- $2000 Paid Vacation bonus
- Employee Assistance Program via Headspace
- Supportive company culture recognized by Great Place to Work and Inc.
Average salary estimate
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