Call Center Data Analyst

Job Purpose/Overview

The Call Center Data Analyst delivers on the Antech Customer Service Vision of unwavering commitment to empathetic and caring veterinary diagnostic support via the Support Enablement Team. The Call Center Data Analyst will be responsible for collecting, analyzing, and reporting on a wide range of business critical Call Center performance metrics to support operational excellence and strategic decision-making. This role will focus on delivering actionable insights into business performance, agent productivity, quality assurance, workforce management, and customer experience. The analyst will work extensively with data sources such as Nice CXOne, Salesforce, and other reporting tools to ensure accurate, timely, and meaningful reporting for stakeholders across the organization.

Essential Duties and Responsibilities

• Collect, organize, and analyze data related to Call Center Operations, including, but not limited to, workflow, resource utilization, performance and financial metrics.

• Collaborate with leaders in a ‘user centric’ approach to tool and report building that ensures requirements are aligned and outputs are optimized.

• Own the end-to-end data lifecycle for Call Center Operations.

  • Build and maintain ETL processes to extract, transform, and load data from Nice CXOne, Salesforce, and various vendor sources.

  • Ensure data cleanliness, consistency, and accuracy across systems.

  • Develop and maintain business intelligence dashboards (e.g., Power BI) and recurring reports to support operational and financial monitoring.

  • Conduct in-depth analysis to uncover trends, variances, and actionable insights.

• Track and present key performance indicators (KPIs) such as speed of answer times, average handle times, service levels, call volume trends, a and other associated call center metrics.

• Serve as the primary data partner for call center leadership, translating complex data into clear, impactful insights that support operational excellence.

• Work with management to assess, intake, prioritize, plan and execute data projects.

• Collaborate with Mars Petcare and Science and Diagnostics division data teams to ensure alignment with corporate data governance policies, data architecture standards, and business intelligence strategies.

• Always represent Antech professionally.

• May be asked to participate in enterprise initiatives, special projects, and other duties as assigned.

Education and Experience

• Bachelor’s degree in data science, Business Analytics, Statistics, or a related field (master’s degree preferred).

• 7-10+ years of experience in data analytics, ideally within a call center environment.

• Proven experience operating effectively as a sole data analyst, or managing small analytics or reporting team, ideally in healthcare, laboratory, or operations-focused environment.

Knowledge, Skills and Abilities

• Proficiency in SQL, Excel, and data visualization best practices.

• Proven experience designing and managing workflows and data pipelines.

• Expertise in business intelligence tools such as Power BI, Tableau, or similar platforms.

• Excellent communication skills with the ability to present technical findings to non-technical stakeholders.

• Demonstrated ability to think critically and creatively bringing innovative solutions to complex operational and data challenges

• Comfortable working independently and managing multiple priorities in a fast-paced setting.

• Strong knowledge of laboratory operations, test coding (e.g., LOINC) is preferred

Working Conditions

The associate is regularly required to apply manual dexterity, including hand/wrist flexibility, for computer keyboarding.  The associate frequently is required to sit for extended periods of time, stand, walk, and reach with hands and arms.  The associate is frequently required to hear and speak in order to use the telephone, make presentations and communicate with people in an office environment.  The associate is occasionally required to sit and stoop, bend, kneel, or crouch.  The associate must occasionally lift and/or move up to 15 pounds.

The associate will primarily work in a typical office environment including use of cubicles, computers and overhead lighting. Temperature extremes will be minimal to nonexistent.  The noise level in the work environment is usually moderate.  The associate will be required to use a computer, spreadsheets, data base management, email, and the Internet.  The associate may need to use a copy machine, fax machine, and phone system.  The associate must occasionally use media equipment such as an overhead projector, PowerPoint, and Microsoft Teams.