Data Analyst

Responsibilities

• Responsible for providing data analysis to recommend actions of a moderately complex nature to improve business processes to management
• Gather, validate, and analyze data, to successfully manage internal performance reporting and messaging for Operations
• Analyze lost productivity within our BPO vendors and estimate budgetary impacts
• Compile and analyze interval call volume data and lost productivity risks and make short term schedule recommendations to create operational efficiencies
• Own agent performance scorecards, published monthly, to assist management with performance management
• Track overtime from a productive and budgetary perspective and forecast expected monthly expense and requirements
• Present weekly staffing changes and assist in determining staffing needs to meet operational goals
• Assist with labor requirement forecasting and make recommendations on the timing of staff additions based on historical behaviors
• Perform frequent ad hoc reporting on demand to assist Operations management with decision making

Qualifications

• 3 years overall data analysis experience with proven experience in SQL, R, PowerBI, Looker or other data management/visualization tools
• Bachelor’s degree in Mathematics, Economics, Computer Science, or similar field
• Ability to mine data, compile and manipulate in multiple systems/programs and analyze results
• SQL (Snowflake)
• R
• Looker
• PowerBI
• Python
• Ability to create effective presentations for management
• Excellent communication skills

Benefits

• :chart_with_upwards_trend:
• :computer:
• :bar_chart:
• :clipboard:
• :bulb:
• :hourglass_flowing_sand:
• :chart_with_downwards_trend:
• :office:
• :mega: