Contact Center Insights and Reporting Analyst

📋 Description

• The Contact Center Insights and Reporting Analyst spearheads data exploration, evaluation, analysis, modeling, and mapping initiatives that underpin dashboards, reports, and visualizations utilized throughout the Contact Center.

• This position collaborates closely within the business unit and across departments with partners and subject matter experts to comprehend current and future analytical objectives, subsequently designing solutions that fulfill those objectives while upholding strong data governance and quality.

• The role is accountable for addressing inquiries regarding the business's status and generating insights that inform strategic direction through data.

• The analyst constructs and sustains reports utilized at various organizational levels, integrates new data sources, and aids in ensuring data cleanliness and accuracy.

• Qlik Sense serves as the primary BI platform for this role, and experience with Strategy (MicroStrategy) is also highly relevant.

• The analyst collaborates with the business to treat data as a valuable asset, ensuring stakeholders have access to trusted and consistent information to aid in decision-making.

• This role acts as a consultative partner on effective data usage for process enhancement, best practices, data interpretation, and evolving reporting architecture over time.

• The analyst also facilitates enablement by assisting others in understanding and appropriately utilizing governed data sources.

⛳️ Requirements

• Bachelor’s degree in an analytical, quantitative, or technical discipline.

• Minimum of 3 years of experience in developing dashboards and reports using Qlik Sense or QlikView, or Strategy (MicroStrategy).

• At least 3 years of experience employing business intelligence tools to analyze large datasets, identify trends, and provide meaningful insights that inform business decisions.

• Experience in gathering requirements and communicating effectively with both technical and non-technical audiences.

• Familiarity with ETL concepts and experience integrating data from various systems is preferred.

• Experience with Teradata, SQL Server, Oracle, or Snowflake is preferred.

• Understanding of visualization and UX best practices for dashboards and storytelling is preferred.

• Knowledge of concepts related to the payments call center industry and enterprise data governance practices is strongly preferred.

🏝️ Benefits

• Competitive wages

• Medical with telemedicine

• Dental and Vision

• Basic and Optional Life Insurance

• Paid Time Off (PTO)

• Maternity, Parental, Family Care

• Community Volunteer Time Off

• 12 Paid Holidays

• Company Paid Disability Insurance

• 401k (with employer match)

• Health Savings Accounts (HSA) with company provided contributions

• Flexible Spending Accounts (FSA)

• Supplemental Insurance

• Mental Health and Well-being: Employee Assistance Program (EAP)

• Tuition Reimbursement

• Wellness program