Senior Contact Center Business Intelligence Analyst

Role Overview

• Provides sophisticated analytic capabilities to support business problems by understanding business challenges; collecting, cleaning, transforming, and restructuring data for statistical analysis; performing statistical summaries and tests for relevant business questions; working with other Business Intelligence team members to accomplish project work
• Uses quantitative modeling and statistical techniques to identify causal relationships between customer experience and business performance
• Translates unstructured data and questions into addressable project objectives. Independently drives work forward in ambiguous situations.
• Leverages vendor partners where needed to choose appropriate research and conduct qualitative and quantitative customer research. Connecting data to draw conclusions, synthesizing and reporting customer experience data and analysis in ways that are actionable
• Partners with business to understand key questions/upcoming decisions and provide customer input to business decisions.
• Independently drives work forward utilizing/leveraging playbook and vendor partnerships to choose research plan and conduct qualitative/quantitative research.
• Communicates analyses and insights to leaders by summarizing conclusions and solutions; translating analytics and statistics into clear, understandable themes for business leaders; identifying specific analytic results that drive actionable insights
• Generates and maintains regular reports, scorecards, dashboards, and web portals. Performs operational analysis, data mining, profiling, segmenting, synthesizing, and other strategic analysis to identify emerging trends and solve complex challenges.
• Promotes learning in others by providing guidance, advice, and knowledge share to other Business Intelligence team members; communicates information and drives projects forward; influencing team members within assigned business unit; adapting to competing demands and new responsibilities; provides feedback to others; including upward feedback to leadership and mentoring team members
• Performs closed-loop analysis to provide data that will be used to improve the quality and performance of products and processes, both in the day-to-day operations and long-term business strategies.
• Manages aspects of Customer Experience Programs—survey programming, sampling, questionnaire development, analysis, data distribution, and modernization efforts for the team.

Requirements

• Bachelor’s degree in Analytics, Computer Science, or related field or equivalent years of experience in lieu of education requirement, if applicable
• 6 Years Experience performing data mining, data analysis, and data modeling using large data sets
• 3 Years Experience in data analytics and customer experience
• 3 Years Experience in data analysis, and data modeling using large data sets
• 2 Years Experience working with Contact Center practices, systems, and tools
• 1 Year Experience interacting with individuals up to and including director on a regular basis
• Advanced capability with Office applications (e.g., Excel, PowerPoint, and Access)

Benefits

• Health insurance
• Paid time off
• Flexible working arrangements
• Professional development opportunities