Data Analyst

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