Contact Center Business Intelligence Analyst

Role Overview

• Uses Contact Center tools, knowledge, systems, and databases to analyze trends or patterns affecting customer experience and interaction quality.
• Supports business problems by understanding business challenges; collecting, cleaning, transforming, and restructuring data for statistical analysis; performing statistical summaries and test for relevant business questions.
• Communicates analyses and insights to leaders by summarizing conclusions and solutions; translating findings into clear, understandable themes for business leaders, identifying specific analytic results that drive actionable insights.
• Collaborates with cross-functional teams to identify process and performance gaps impacting customer experiences acting on these findings to streamline and implement process improvements that enhance people execution and the customer experience.
• Collaborates with members of the Business Intelligence Leadership team to provide recommendations for continuous improvement of survey programming, sampling, questionnaire development, analysis data distribution, and vendor management.
• Pursues self-development and effective relationships with others by organizing resources and information; openly sharing information, advice, and expertise with coworkers and customers; influencing others through technical explanations and examples; providing occasional mentoring to team members; seeking performance feedback; adapting to and learning from change, difficulties, and feedback.
• Completes work assignments by applying up-to-date expertise in subject area; leveraging an understanding of policies, data, and resources to support projects or initiatives; collaborating cross-functionally to solve business problems; identifying and monitoring priorities, deadlines, and expectations; communicating progress and information; identifying, recommending, and implementing ways to address improvement opportunities.

Requirements

• Bachelor’s degree in Analytics, Computer Science, or related field or equivalent years of experience in lieu of education requirement, if applicable
• 3 Years Experience performing data mining, data analysis, and data modeling using large data sets
• 1 Year Experience in data analytics, visualization and customer experience
• 1 Year Experience in data analysis and data modeling using large data sets
• 1 Year 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)
• 1 Year Experience using sentiment analysis tools to analyze customer feedback
• Experience writing SQL queries and working with large data sets

Tech Stack

• SQL

Benefits

• Health insurance
• 401(k) matching
• Flexible work hours
• Paid time off
• Remote work options