Data Analyst, IT Service Center

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

📋 Description

• Provides valuable insights that enhance the performance, efficiency, and customer experience of our Service Center operations and projects.

• Merges subject matter expertise in call center metrics and project reporting with robust analytical skills in SQL, Hive, Tableau, and Alteryx to generate scalable reports, perform deep dive analyses, and support operational strategies.

• Utilizes advanced analytical techniques to address complex operational challenges. Converts ambiguous questions into structured analytical frameworks. Detects trends, relationships, and root causes within extensive datasets.

• Exhibits expert-level proficiency in SQL, Tableau, Hive, and Alteryx. Develops efficient and scalable data models and workflows. Diagnoses data quality issues and implements sustainable solutions.

• Possesses a comprehensive understanding of call center operations, key drivers, and performance levers. Links analytics to business outcomes, operational strategies, and customer experience.

• Anticipates potential risks and opportunities based on data insights. Clearly communicates complex findings to non-technical stakeholders.

• Creates engaging visualizations and narratives that shape decision-making. Adjusts communication style to suit executives, managers, and frontline leaders.

• Fosters strong relationships with Operations, WFM, Technology, and project teams. Collaborates effectively to define requirements, deliver insights, and support initiatives.

• Innovates creative, data-driven solutions that address operational challenges. Experiments with new methodologies and tools to enhance efficiency and accuracy.

• Independently manages multiple priorities with keen attention to detail. Produces high-quality work with minimal oversight. Adheres to commitments and meets deadlines.

• May assist junior analysts in enhancing their technical and analytical capabilities. Offers guidance, feedback, and best practices throughout the team. Contributes to a culture of learning and continuous improvement.

⛳️ Requirements

• Bachelor's degree in a relevant field or equivalent work experience is preferred.

• 4-8 years of relevant experience is preferred.

• Desired expertise in: SQL (complex queries, joins, CTEs, window functions).

• Experience in Hive and Hadoop-based environments.

• Proficiency in Tableau dashboards, data modeling, and user experience design.

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

• Strong familiarity with call center operations, metrics, forecasting, and telephony platforms (e.g., Genesys, Verint) is preferred.

• Excellent communication skills to translate technical insights into actionable business strategies are preferred.

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

• Capability to build and optimize data workflows and pipelines to enhance data accessibility and quality, as well as proficiency in storytelling, visualization, and business-friendly communication.

🏝️ Benefits

• Medical, dental, and vision coverage.

• Paid time off plan.

• Health savings account (HSA).

• 401k savings plan.

• Access to wages before payday with myFlexPay.

• Flexible spending accounts (FSAs).

• Short- and long-term disability coverage.

• Work-life resources.

• Paid parental leave.

• Healthy lifestyle programs.