Data Analyst, Operations - Remote

Overview

The Data Analyst will be an analytically driven team player responsible for various reporting and analytical functions within a dynamic entrepreneurial environment, focusing on contact center reporting, trending, analysis with actionable recommendations.

In Short

• Develop advanced call center reporting with actionable trend analysis.
• Creating ad hoc reports and automating existing reports to reduce manual input.
• Develop and produce high complexity dashboards.
• Travel Required - one week, quarterly.
• Identify trends, emerging issues and communicate findings utilizing such tools as presentation decks, reports, and other relevant formats.
• Analyze large amounts of data and information to provide meaningful insights.
• Create strategies to improve customer support and minimize expense.
• Analyze current performance and proposing solution-based process assessments and improvements.
• Quantify the impact of business initiatives by partnering with all levels of the organization.

Requirements

• Demonstrated potential to manage medium scale projects.
• Working knowledge of Salesforce.
• Exceptional analytical and technical skills with strong attention to detail.
• Proficient in the use of Microsoft SQL Management Studio and Excel.
• Working knowledge and experience with Contact Center Solutions such as Genesys, Nortel, Avaya, Ring Central, Cisco.
• Experience working with large datasets.
• Excellent communication (both written and verbal) and organizational skills.
• Demonstrated ability to complete multiple competing tasks with the ability to effectively manage under tight deadlines.
• 3+ years' experience with contact center analytics and reporting, healthcare setting a plus.
• Bachelors' degree in mathematics, finance, data informatics or related field a plus.
• Knowledge of Power Pivot a plus.
• Understanding of ROI as it relates to technology, process and other investments.

Benefits

• Join a diverse and welcoming culture focused on encouragement and respect.
• Opportunity to bring your authentic self to work.
• Be part of a team committed to transforming healthcare.
• Engage in a culture focused on increasing diversity, inclusion, and belonging.