Data Analyst, IT Service Center

Job Description:

• Delivers high value insights that improve performance, efficiency, and customer experience of our Service Center operations and projects.
• Integrates subject matter expertise in call center metrics and project reporting with strong analytical skills in SQL, Hive, Tableau, and Alteryx to produce scalable reporting, conduct deep dive analytics, and support operational strategies.
• Applies advanced analytical methods to solve complex operational problems. Translates ambiguous questions into structured analytical approaches. Identifies trends, relationships, and root causes within large datasets.
• Demonstrates expert-level ability in SQL, Tableau, Hive, and Alteryx. Builds efficient, scalable data models and workflows. Troubleshoots data quality issues and implements sustainable fixes.
• Understands call center operations, drivers, and performance levers. Connects analytics to business outcomes, operational strategies, and customer experience.
• Anticipates emerging risks and opportunities based on data. Communicates complex insights clearly to non-technical audiences.
• Crafts compelling visualizations and narratives that influence decisions. Adapts communication style for executives, managers, and frontline leaders.
• Builds strong relationships with Operations, WFM, Technology, and project teams. Works collaboratively to define requirements, deliver insights, and support initiatives.
• Develops creative, data-driven solutions that address operational pain points. Tests new approaches and tools to improve efficiency and accuracy.
• Manages multiple priorities independently with strong attention to detail. Delivers high-quality work with minimal supervision. Follows through on commitments and ensures deadlines are met.
• May support junior analysts in developing technical and analytical skills. Provides guidance, feedback, and best practices across the team. Contributes to a culture of learning and continuous improvement.

Requirements:

• Bachelor's degree in related field, or equivalent work experience, preferred
• 4-8 years of experience, preferred
• Preferred expertise in: SQL (complex queries, joins, CTEs, window functions)
• Hive and Hadoop‑based environments
• Tableau dashboards, data modeling, and user experience design
• Alteryx workflows, data blending, and automation
• Strong knowledge of call center operations, metrics, forecasting, and telephony platforms (e.g. Genesys, Verint), preferred
• Excellent communication skills to translate technical findings into actionable business insights, preferred
• Ability to perform in‑depth analysis on call center metrics (AHT, service levels, occupancy, shrinkage, adherence, call routing, customer behavior) to identify trends and opportunities, preferred
• Ability to build and optimize data workflows and pipelines to improve data accessibility and quality. Capability to do storytelling, visualization, and business-friendly communication.

Benefits:

• Medical, dental and vision coverage
• Paid time off plan
• Health savings account (HSA)
• 401k savings plan
• Access to wages before pay day with myFlexPay
• Flexible spending accounts (FSAs)
• Short- and long-term disability coverage
• Work-Life resources
• Paid parental leave
• Healthy lifestyle programs

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