Data Analyst - Remote

Overview

Join our team as a Data Analyst and help transform contact center operations through the power of data-driven insights. Partner with our engineering team to design and build robust data pipelines while creating performance management tools that set our operations free to do great work.

In Short

• Analyze contact center data to uncover trends, improvement opportunities, and operational challenges
• Build and maintain comprehensive performance management tools, scorecards, and dashboards
• Design and implement methodologies to measure and enhance operational efficiency
• Partner closely with operations leaders and business stakeholders
• Translate complex data into clear, concise, and actionable insights
• Identify opportunities to automate data processes
• Collaborate with the engineering team to design and develop data pipelines
• Ensure data accuracy, integrity, and accessibility
• Work independently while managing multiple priorities
• Stay current on contact center best practices and emerging data analytics trends

Requirements

• 3-5 years of experience as a Data Analyst, especially in Workforce Management or contact center operations
• Extensive experience with SQL and data warehousing concepts
• Proficiency in BI tools like Tableau or Looker
• Advanced proficiency with spreadsheet tools like Google Sheets or Microsoft Excel
• Strong understanding of contact center metrics and KPIs
• Experience partnering with Data Engineering teams
• Excellent analytical, problem-solving, and critical thinking skills
• Exceptional communication and interpersonal skills
• Ability to manage multiple priorities in a fast-paced environment
• Strong attention to detail and ability to translate complex data concepts
• Bonus points for knowledge of WFM software solutions or cloud data platforms

Benefits

• Great Company Culture recognized by multiple organizations
• Comprehensive health, life, and disability insurance
• Generous leave policies including vacation and parental leave
• 401k plans with up to 6% company match
• $2000 Paid-Paid Vacation bonus
• EAP through Headspace
• Check out all our benefits that benefit you