Analyst, Data

POSITION SUMMARY

The Data Analyst 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 & 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 of 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 to 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-Have:

• 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