Data Analyst, IT Service Center

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Provide valuable insights that enhance the performance, efficiency, and customer experience of the Service Center.

• Merge call center metrics and project reporting knowledge with analytical capabilities.

• Create scalable reports and perform in-depth analytics.

• Assist in the development of operational strategies and projects.

• Utilize advanced analytical techniques to address complex operational challenges.

• Convert ambiguous inquiries into structured analytical frameworks.

• Detect trends, relationships, and root causes within extensive datasets.

• Develop efficient, scalable data models and workflows.

• Resolve data quality issues and establish sustainable solutions.

• Link analytics to business outcomes, operational strategies, and customer experiences.

• Foresee emerging risks and opportunities based on data analysis.

• Articulate complex insights to audiences without technical backgrounds.

• Generate visualizations and narratives that drive decision-making.

• Collaborate with Operations, WFM, Technology, and project teams.

• Specify requirements, deliver insights, and support various initiatives.

• Innovate data-driven solutions and experiment with new methodologies and tools.

• Manage multiple tasks independently while delivering high-quality results with minimal supervision.

• Mentor junior analysts by providing guidance, feedback, and best practices.

• Contribute to the development of policies, reporting standards, processes, and continuous improvement efforts.

• Lead intricate, large-scale analytical projects with limited guidance.

⛳️ Requirements

• Bachelor's degree in a related field or equivalent professional experience, preferred.

• 4-8 years of relevant experience, preferred.

• Preferred proficiency in SQL (complex queries, joins, CTEs, window functions).

• Experience with Hive and Hadoop-based environments.

• Familiarity with Tableau dashboards, data modeling, and user experience design.

• Knowledge of Alteryx workflows, data blending, and automation.

• Strong understanding of call center operations, metrics, forecasting, and telephony platforms (e.g., Genesys, Verint), preferred.

• Excellent communication skills for translating technical findings into actionable business insights, preferred.

• Capability to conduct in-depth analysis of call center metrics (AHT, service levels, occupancy, shrinkage, adherence, call routing, customer behavior) to uncover trends and opportunities, preferred.

• Ability to build and refine data workflows and pipelines to enhance data accessibility and quality.

• Proficiency in storytelling, visualization, and effective business communication.

• Comprehensive understanding of concepts, principles, and technical capabilities.

• Strong technical and analytical skills.

• Capacity to lead complex, large-scale analytical initiatives with minimal direction.

• Ability to work independently while receiving high-level guidance on new or strategic projects.

🏝️ Benefits

• Medical, dental, and vision insurance coverage.

• Paid time off plan.

• Health savings account (HSA).

• 401k savings plan.

• Early access to wages before payday with myFlexPay.

• Flexible spending accounts (FSAs).

• Short- and long-term disability insurance.

• Work-Life resources.

• Paid parental leave.

• Healthy lifestyle programs.