Lead Data Analyst, Contact Center Operations

This is a fully remote position, open to applicants in Arizona, +11 more states.

📋 Description

• Design and implement sophisticated analytical models to enhance our comprehension of Network supply and demand, pinpoint operational inefficiencies, and provide actionable recommendations to leadership.

• Create real-time dashboards and reporting systems to monitor and evaluate Network performance against defined metrics.

• Challenge existing practices and be open to proposing and experimenting with new strategies to boost competition and engagement within our service provider network.

• Evaluate feedback, ratings, and reviews from diverse sources and stakeholders to derive insights on service quality, customer satisfaction, and provider satisfaction, ultimately identifying actionable insights for enhancement.

• Generate operational and performance data to provide actionable insights and recommendations for third-party service providers, helping them improve service delivery, optimize processes, and align more closely with organizational objectives.

• Assess the capacity of our Network, identifying gaps, weaknesses, and opportunities to enhance operational efficiency and service quality, while making recommendations for Network recruitment, retention, and optimization.

• Lead tests and pilot programs for process modifications based on analysis, and communicate the results and recommendations to all management levels.

• Act as an internal data analytics authority by ensuring consistency in data analysis methods and promoting the sharing of best practices.

⛳️ Requirements

• BA/BS Degree or equivalent experience, preferably in a field that emphasizes data analysis and communication (such as computer science, social sciences, physical sciences, math, engineering, or statistics).

• Over 5 years of experience in business and data analysis.

• Exceptional communication and presentation skills.

• Strong problem-solving abilities and business acumen.

• Experience in data management, particularly in validating and auditing data and reports across multiple systems.

• Proven capability in project and task management.

• Previous experience with BI, Google Workspace, and CRM tools.

• Required proficiency in SQL and experience with relational databases.

• An analytical professional with a keen attention to detail and a commitment to high standards of performance excellence.

🏝️ Benefits

• Health and Wellness: Healthcare, dental, vision, disability, life insurance, and mental health benefits for associates and their families.

• Financial Security: 401(k) plan with company match and tuition assistance to support your future goals.

• Work-Life Balance: Flexible time off, paid sick leave, and ten paid holidays annually.

• Family Support: Parental planning benefits to assist associates through life’s milestones.

• Bonus/Incentive Programs