Data Driven Decision Maker

We are seeking a talented Senior Analyst to join our team. As a Senior Analyst, you will be responsible for delivering analysis of call center performance and customer satisfaction data in support of operational improvement initiatives.

This role involves working on an analytic team to assess call center-controllable processes that have an impact on customer satisfaction scores or other key metrics and on the design and implementation of initiatives to improve those scores.

The successful candidate will interpret performance trends, identify root causes behind the trends, and then help support and champion performance improvement efforts.

• Reviews customer satisfaction and other operational metric results on a daily/weekly/monthly basis to identify trends in performance; produces monthly management reports
• Analyzes qualitative and quantitative data and identifies performance improvement opportunities via Microsoft Pivot tables, cross-tabs or via other tools
• Determines areas for focus and conducts analyses to understand the drivers of performance gaps
• Coordinates with statisticians for development of key driver analysis, statistical linkages and calibration between customer satisfaction and other operational metrics such as quality, average handle time
• Coordinates data feeds with Operations to provide data for analysis
• Supports relationship-building with peers in Operations to understand current operational processes and identify possible gaps that may be contributing to lower key metric results; serves as an extension of the Operational team; may document operational processes as input to improvement initiatives
• Facilitates and conducts root cause analysis to determine the underlying drivers behind performance gaps. Root cause may include on site observation, interviews, and process documentation
• Facilitates action planning sessions with Call Center Operations or other stakeholders. Aids in developing recommendations involving operational changes that are expected to improve results; assists in testing of new/revised processes
• Facilitates the implementation of action plans in collaboration with Call Center Operational units
• Develops updates to reflect current status of activities; monitors progress against action plans and contributes to decisions to ensure goals are met; monitors call center operational performance on goals and objectives; isolates initiative effectiveness on improving key performance metrics
• Produces documentation of key insights, solution recommendations, solution business cases and action plan results for incorporation into internal or client reviews; interacts with external clients to present analytic results and solution recommendations
• Identifies problems that may jeopardize the analysis or program and works with manager to determine contingency plans
• Contributes to decisions regarding analytic design, information requirements and deliverable schedules

• At least 4 years experience in Business Insights and Data Analysis
• Amenable to work onsite in Bridgetowne
• Amenable to work on a permanent night shift
• Bachelor's degree in a related field with four to six years of consulting or analytics experience preferred
• Exposure to Python, SQL, Databricks and similar applications
• Familiarity with machine learning concepts and technologies
• Experience using AI tools to create solutions
• Strong analytical skills and ability to use descriptive statistics & predictive analytics methods to translate data into business insights
• Ability to work in an environment where activities and deliverables are dependent on a diverse group of technical and business functional experts
• Ability to adjust and adapt to constantly changing business needs & priorities
• Verifiable skill in following through with project/solutions implementation. Adept at leading solutions implementation from identification of opportunity and determining business case/potential value and ROI to results/ROI follow-through
• Excellent communication and collaboration skills, with particular focus on promoting analysis and proposing solutions
• Ability to work quickly and efficiently without direction or supervision for extended periods
• Advanced/expert skills in the use of Microsoft Office applications
• Demonstrated ability in creative problem solving and innovative solution development

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Consulting and Analyst
• Industries: Outsourcing and Offshoring Consulting