Hiring ASAP Data Analytics
2 weeks ago
The ideal candidate is intellectually curious, data-driven, technical, and business oriented. They will become an expert in our full suite of customer analytics, conduct in depth analysis into contact center metrics, create dashboards for self-servicing KPIs, and build production-grade data models to serve as the foundation for customer analytics. Reporting to the Manager, Voice-of-Customer, the Reports Analyst will partner across the global Customer Service organization and partner with the company's Data Engineering team.
Responsibilities
● Analyze data and metrics on Customer Service team operations and performance
● Regularly report to internal stakeholders of all levels
● Identify trends to optimize performance
● Build, own, and maintain a system of data models, transforming raw data into aggregated tables that feed into dashboards and ad hoc investigations
● Design metrics and production dashboards using data visualization tools to create visibility into customer service health
● Maintain and iterate on your dashboards to continue to drive increased value through additional business insights
● Monitor business health and deep-dive trends to surface actionable insights and recommendations and then measure results once plans are implemented
● Identify service anomalies based on user interaction patterns to minimize the occurrence of customer complaints
● Interface with cross-functional stakeholders to partner on data-informed strategic decision-making
Qualifications
● Bachelor's degree with a background in Math, Economics, Statistics, or other quantitative fields
● 5+ years of experience in Data Analytics
● Experience with a data visualization tool (e.g. Looker)
● Excellent verbal and written English communication skills
● Strong problem-solving skills and the ability to propose innovative solutions
● Effective project management skills with the ability to prioritize and manage multiple tasks
● Extensive SQL Skills
● Knowledge of CRM and CCaaS systems and their integration with business processes
● Analytical thinking with a focus on translating data insights into actionable strategies
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